how can I create a custom incident form?

[tcotton]

I have created a record producer to use by our IT department to use as an incident when creating new users. (see screenshot 1)

We currently use incidents for logging tickets. (see screenshot 2)

But when I complete this record producer, it reverts back to the "normal"incident form.

How can I have the new form become an incident and keep the variable layout?

[HugoFirst]

Has S/N got back to you yet?

Here's a link to a document about the variable editor which explains how things work and what can go wrong with them.

ServiceNow KB: Determining whether the Variable Editor is added to a form (KB0538897)  

[tcotton]

No they haven't. They're as lost as I am.