Order Guide Record Producer on Service Portal not generating Incident

[booher04]

We are in London and using Service Portal.  I have created an order guide that has a select box variable on first screen.  Depending on which choice it will give you 2 different options pages.  The first option, opens a record producer, the 2nd option gives you a catalog item.  The record producer is not generating an Incident, instead when submitted, it's generating a REQ and an RITM.  I'm not sure what I am doing incorrectly here, but it works if I use the "back end" of the Service Catalog instead of the Service Portal.

[Yogi3]

What is the table name mentioned on your record producer?

[booher04]

Incident table(incident).

[booher04 · Accepted solution]

ServiceNow does not support record producers inside of the Service Portal.  Here is the response:

The ability to include the items uses a reference qualifier which checks for the system property named 'glide.sc.item.order_guide_exclusion' and this is the OOB value present for that property :

sc_cat_item_guide,sc_cat_item_producer,sc_cat_item_content,sc_cat_item_wizard,sc_cat_item_producer_service

So the above classes are not supported for the order guides and the widgets in Service Portal consider this property.

Solution Proposed:

However, you can modify the above mentioned system property to allow to add the record producers to the items in the order guide but whether it works is indeterminate.

Adding record producers to order guides is not a supported configuration in the platform. By default the ability to include the item uses a reference qualifier that checks a system property named glide.sc.item.order_guide_exclusion which has the following out of box value:

sc_cat_item_guide,sc_cat_item_content,sc_cat_item_wizard,sc_cat_item_producer_service

These classes are not supported in order guides and the service portal widget in question was designed with that expectation. Changing the system property may allow you to add record producers to the list of items in an order guide but we make no guarantee that this will work correctly

[rafael_merces3]

Interesting. According to the below item, the record producer item has been removed from this list. 

https://docs.servicenow.com/bundle/london-release-notes/page/release-notes/summary/rn-summary-remove...

I would test again. Apparently, on Madrid at least, it is possible to add a RP on a Order Guide.