Record Producer is not visible in the ESC portal

[Raghavendra K]

Hi all, 

i have created a record producer for the payroll HR service, but the record producer is not visible in the esc portal.

can some one please let me know what are the conditions we need to check before creating new record producers in the ESC portal.

i would more appreciate if we have any guide for new record producers creation and to raise a HR case from ESC portal using record producers.

[AnirudhKumar]

Check under which category you added your record producer.

It needs one.

[Wessel van Enk]

Hi,

Can you find the item when you search the title of the RP in the search bar?
If yes, you need to add the RP to the Taxonomy to be part of the Mega Menu on the ESC portal. 
Create and associate topics (servicenow.com)

If not, check if the item is active and there is no criteria/audience attached that hides it for users. 

[Sandeep Rajput]

@Raghavendra K Please verify the following.

1. Check if the Catalog and Category fields are correctly populated on the record producer

2. If you are on EC Pro, please check if Assigned Topic related list has the topic assigned correctly

3. Check if the logged in user matches with User criteria mentioned in Available for

4. Check if the logged in user doesn't match with User criteria mentioned in Not Available for

5. Check if the Search Sources specifically have the conditions to exclude the record producer