HR Record Producer Issue

[Imran4]

Hi Community!

I want to place a HR record producer under a
category. I have taken a record producer which is already in
that category and created my Record producer with the needed
details. But when I am checking if it reflects in the right place, I
am still missing my record producer there. I have added the
same catalog, Category, Available for, Taxonomy, Not Available for, Script
conditions, HR Service Topics, Topic Details and everything
identical. But still I couldn't be able to find in the Employee portal. But
when I check my Record Producer via Search bar, I can find my Record Producer.
In the Native UI, When the I open the Service portal Page and
checked the Catalog and Category and everything, It is right
there as expected just above the referenced Record Producer
but still couldn't be able to show it under the same category in
the employee portal. Little I came to know that there is a scheduled Job with name "Surface New Unconnected Content of Categories" which will run weekly to connect the categories with the content. I have executed it but no luck. Later I have removed the category and re added it and then I cleared cache but still no luck. Can I know what I am missing here?

[pavani_paluri]

Hi @Imran4 ,

When you create a record producer in ServiceNow HRSD, just setting the catalog and category isn’t enough for it to show up in the Employee Center portal. That portal doesn’t display record producers directly — it displays content items that are linked to record producers and HR services.

You made the record producer and gave it the right catalog/category.
But Employee Center doesn’t look at record producers alone. It looks for content items tied to HR services and categories.

1. Create a Content Item
Go to Content Items in Employee Center.
Make a new one and point it to your record producer.
Assign it to the same category you want it to appear under.

2. Link to an HR Service
Make sure your record producer is tied to an HR Service.
That HR Service should be mapped to the right topic/category.

3. Rebuild the Taxonomy Index
Run the “Rebuild Taxonomy Index” job (different from the “Surface New Unconnected Content” job).
This forces Employee Center to refresh its category mappings.

4. Check visibility filters
Double‑check “Available For” and “Not Available For.”
Test with the same user/roles that can see the other record producer.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

[Tanushree Maiti]

Hi @Imran4 

• Ensure the "Active" checkbox on the record producer is set to true.
• The Employee Center uses Taxonomies, not just Catalog Categories. Go to Content Taxonomy > Taxonomies, open the "Employee" taxonomy, and add your producer as "Connected Content" to a child topic.
• Ensure your user profile matches the "Available For" criteria
• Ensure the record producer is properly linked to an HR Service and that the HR Service has Topic Details configured.
• Clear the ServiceNow cache by typing cache.do in the navigator to update EC portal changes.

Validate your steps with these links:

Record producer not visible on employee center 

KB0853061 HR Record Producer "Available For" HR Criteria is not evaluating 

Refer: https://www.youtube.com/watch?v=avIxM94yGJw