Catalog Builder - can I use the Record Producer to create a ticket for a specific group?

[Craig22]

I have a requirement to use a record producer for creating tickets that will be assigned to specific groups ie create a record on the incident table for a phone issue that goes directly to that support group.

Is this possible in Catalog Builder?  I'd like for our users to create their own forms for the specific things they support but I can't see anywhere how to do this.  If I select Catalog Item instead of Record Producer, I can select fulfillment steps or a flow but then I can't select the table that I want to target.

Any thoughts on options here?

Thanks

[Community Alums]

Hello @Craig22 

Could you please try the below sample script in the script section of the Record Producer:

(function producerScript() {
// Set the fields for the new record
var newIncident = new GlideRecord('incident');
newIncident.initialize();
newIncident.short_description = producer.short_description;
newIncident.description = producer.description;
newIncident.contact_type = producer.contact_type;

// Assign to a specific group based on the issue type
if (producer.issue_type == 'phone_issue') {
newIncident.assignment_group.setDisplayValue('Phone Support Group');
} else if (producer.issue_type == 'network_issue') {
newIncident.assignment_group.setDisplayValue('Network Support Group');
}

// Insert the new record
newIncident.insert();
})();

[Amit Verma]

Hi @Craig22 

You can create a Record Producer on incident table as shown below. 

Inside the record producer, you can assign the created incident to a fixed assignment group by making use of below line of code :

current.assignment_group = '8a5055c9c61122780043563ef53438e3'; // Replace with your assignment group sys_id

Thanks and Regards

Amit Verma

[Craig22]

Thanks Amit.  I understand the scripting when creating Record Producers from the platform view (and do that now) but it doesn't seem possible via Catalog Builder.  I don't see anywhere to put a script in (and Catalog Builder being a low-code solution, I wouldn't really expect to).

The purpose here would be to make this accessible for our low-code developers

[Amit Verma]

@Craig22 

Yes! Agree to your point. Catalog Builder is not the right fit for your requirement.