Can you make the Variable from a record producer visible on technician side

[DevtoSME]

I'm adding fields tot he "how an we help you" record producer and wanted to know if i used a string field for users to input a number incase help desk needs to contact them is there a way to get this to show up on the incident. updating the users profile i not an options as all users will not have a number or be n the system. Any thoughts?

[Amit Verma]

Hi @DevtoSME 

You have 2 options -

1. Create a custom field on the incident table to store the phone number captured in the Record Producer form. On submission of Record Producer, update this field.

2. If you don't want to create a custom field, you can update the phone number captured via Record Producer into the description or in the work notes field of the incident for the agents to pick it up.

Thanks and Regards

Amit Verma

[Nick Parsons]

There's a formatter called "Incident Variable Editor" which you can add to your incident form layout to view the variables entered by the requestor. Do note that you're customising the form layout of your incident this way, so if you want to avoid that, you can create a custom view and edit that, or map/write the variable to an existing field like Amit Verma suggests.   

See Variable Editor from the docs for more details:

https://www.servicenow.com/docs/csh?topicname=service-catalog-variable-editor.html&version=latest

You also have the ability to make the variables readonly.

[DevtoSME]

Hi I'm not seeing how i can add the custom  string field on the record producer on the technician side. This variable editor only shows the fields that are by default. DO you know how i would configure this