Use a record producer to help a user decide what kind of ticket they need to submit.

[Jessica_Lace]

We currently have a record producer tied to the incident table that asks the end user a series of questions to determine what type of ticket they need to submit. If it is determined through the questions that they don't need an incident we provide a link to a different catalog item or record producer related to the correct table. This process is not very user friendly.

What is the best practice for guiding a user on what kind of ticket they need to submit?

[KrishnaMohan]

Hi @Jessica_Lace 

Why record producer has to determine another request/support item, Instead of a single, complex record producer that redirects users, you should offer a clear, user-friendly portal with multiple, specific options. This approach makes it easier for users to find what they need and ensures the right information is captured from the start.
We can organize catalog items by categories that are meaningful to the end-user (e.g., "Software Issues," "Hardware Requests," "HR Questions," "Facilities Support"). This allows users to self-identify their need and navigate to the correct category without having to answer a long series of qualifying questions.

Think of a Record Producer as a shortcut. It's a user-friendly form that bypasses the formal request process and directly creates a record where it needs to be. This is best for things that are a direct action, like reporting an issue. Ideal for "I need to..." scenarios, where the goal is to directly report an issue or create a record for a specific business process. For example:

• Report a bug/Issue → Creates an Incident record.  (ITSM)
• Submit an HR question → Creates an HR Case record (HRSD).
• Submit a facilities request → Creates a Facilities Request record.
• Submit an issue/report  → Create a case (CSM)

A Catalog Item is for things that require a managed process. When a user needs to order something, there's usually a cost, an approval process, and fulfillment tasks that need to be tracked. The Request/Requested Item structure is designed specifically for this purpose. Ideal for I want to order/request.. scenarios, where a series of steps and approvals are needed to fulfill the request. For example:

• Request a new laptop.
• Order a new desk chair.
• Request software installation.

Some Useful Links : 

https://www.servicenow.com/docs/bundle/zurich-application-development/page/build/app-engine-studio/c...

https://www.servicenow.com/community/itsm-articles/catalog-item-v-record-producer-when-why-simplifie...

https://www.servicenow.com/community/developer-forum/catalog-item-vs-service-request/m-p/2565830#:~:....

https://www.servicenow.com/community/itsm-forum/difference-between-catalog-item-and-record-producer/...

If this helped to answer your query, please mark it helpful & accept the solution.
Thanks!
Krishnamohan

[AndersBGS]

Hi @Jessica_Lace ,

I would advise you to look into guided self service. Guided self service is exactly what you're looking for, as this will be based on questions that link directly to different items (decisions tree). you can see the product documentation here: https://www.servicenow.com/docs/bundle/zurich-employee-service-management/page/product/employee-cent...

[Ankur Bawiskar]

@Jessica_Lace 

record producer is always for generating task based records.

Catalog item is used to submit some request which needs to be fulfilled.

You should train your end users who will be using port and inform them the meaning.

It's a process thing.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Alp Utku]

I would suggest creating KBA which is explaining with examples, when to create Incident and request. 

Also, If you are able to, you could arrange user trainings on regular basis.