How to make 'Get Help' page on service portal link to a different record producer

[PranavSuj96]

Hey all,

My client wants the 'Get Help' page on the service portal to link to a record producer that is different from the incident table's record producer. How would I go about this?

In addition, they also want to stay out of the box as much as possible. If I do link the 'Get Help' page with a different record producer, I would need to make a custom table, correct?

Thanks,

Pranav

[SanjivMeher]

If Get Help needs to be a record producer, you can add it as a record producer.

The only thing you need to identify from your client is, where would request from Get Help will land?

Usually such request should go into incident table. But if they want to store in a different table, you need to create another table extending from task table. You will have to then create a module in the IT Portal and create forms etc.

Then map that new table in your record producer.

[PranavSuj96]

If I create a new record producer, can I still map it to the incident table?

[SanjivMeher · Accepted solution]

Yes. All you need to do is map the record producer to incident table.

You can create as many record producer as you can on any table.

For ex. out of box there are 3 record producers with table name as incident.

[Saurav Maiti]

Yes you can check this out it is possible

https://docs.servicenow.com/bundle/kingston-it-service-management/page/product/service-catalog-manag...