Record producer decide on Incident field population

[AnthonyMull]

Hi everyone,

I'm looking for some advice on designing an Incident Record Producer in ServiceNow.

Our incident routing and workflows depend heavily on the Service Offering selected on the Incident record. However, the end users submitting incidents have no knowledge of our Service Offering structure, so exposing those fields directly is not an option.

What I'd like to achieve is:

• Users complete a simple, business-friendly form.
• Based on the combination of answers they provide, the correct Service Offering is automatically selected.
• Ideally this would be a no-code or low-code solution with minimal or no scripting.
• The solution should be easy to maintain as services and requirements evolve.
• I'd like to create an abstraction layer between the user-facing questions and the underlying Service Offering assignment logic.

I'm considering options such as:

• Decision Tables
• Flow Designer
• Data Lookup Definitions
• Catalog Item variable mappings
• Other configuration-driven approaches

Has anyone implemented something similar? If so:

1. Which approach did you use?
2. How maintainable was it over time?
3. Would you recommend Decision Tables as the best fit for this use case, or is there a better out-of-the-box solution?

Any examples, best practices, or lessons learned would be greatly appreciated.

Thanks in advance!

[yashkamde · Accepted solution]

Hello @AnthonyMull ,

I would recommend Decision Tables + Record Producer as a low code or no code approach :

• Build your Record Producer with simple variables (e.g What type of issue?, Which application, Impact level?)
• Create a Decision Table with those variables as input columns and Service Offering (reference field) as output
• Use Flow Designer to: Trigger on record producer submission
• Call the Decision Table action, Set the Service Offering on the created Incident.

If my response helped mark as helpful and accept the solution.

[Aditya_hublikar]

Hello @AnthonyMull ,

For this requirement, I would recommend using a Decision Table.

You can keep the Record Producer simple with business-friendly variables and use those values as inputs to the Decision Table. Based on the combination of answers, the Decision Table can return the appropriate Service Offering.

This approach keeps the mapping logic centralized, configuration-driven, and easier to maintain compared to hard-coded if-else in scripts.

Record Producer =>Variables => Decision Table => Service Offering => Incident

For this use case, I would prefer Decision Table ,flow .