How the existing create incident record producer is navigating to ticket page after submit?

[kiran115]

I'm trying to understand the default redirection behavior for Record Producers in ServiceNow, specifically in the Service Portal.

When I submit the OOB "Create Incident" Record Producer via the portal, it redirects to the standard "ticket" page (sp?id=ticket) showing a request summary. However, when I create a new custom Record Producer, it redirects to the form view of the created record instead.

Where is this redirection behavior configured or controlled?
How does the OOB Record Producer (like "Create Incident") handle redirection differently compared to a newly created one?

I'd like to know:

• Where the redirection logic for record producers in Service Portal is defined.

• What causes some producers to redirect to sp?id=ticket, and others to go to the form view.

• How I can apply the same redirection behavior (to the ticket page) for new record producers without explicitly adding

  producer.portal_redirect = "?id=ticket&sys_id=" + current.getUniqueValue();

[Chaitanya ILCR]

Hi @kiran115 ,

Redirect to 

field controls it 

check if it is set to Generated task record or not if not set it to that

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[kiran115]

@Chaitanya ILCR , Its already set to Generated task record.

[Chaitanya ILCR]

Hi @kiran115 ,

then it should work 

you don't have to add any script in the record producer (like producer.portal_redirect) you can comment that line 

if you submit the form in native UI it opens the record in the native UI table

if you submit the form in the portal it will open the record in the portal

please share some screenshot of what issue your facing and also share the record producer script if there is any

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[kiran115]

@Chaitanya ILCR, If I submit the record producer from the portal, the record should redirect to the ticket page after submission, similar to how it works with the create incident record producer. Below is the ticket page that i want to redirect.