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05-13-2020 11:18 AM
When creating service catalogs - the record producers, I usually create the variables. Most often than not I don’t map them to any field. All the information from the different variables are copied directly into the description field.
Is it better to create a field/list and map the various variables to them or copying everything to the description field? I am curious to know which way is better and why.
Thank you!!!
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05-13-2020 11:29 AM
Hi,
Any field you create on the record producer should be evaluated to see if it basically helps the end result, which is the record.
So you're able to ask questions in a more "customer friendly" way...in a record producer(specifically) to allow for different labels and presentation. If those fields relate to a field on the actual end result (the record), you definitely SHOULD be mapping them to respective fields.
Dumping them all in to the description field is not an elegant solution and could cause double-work. Now the technician working the record has to fill in fields from the description and that increases human error and just doesn't make sense. What is the point of the record producer then? If you want to just dump all the data in a description field, then just have the user use a giant text box and type it all in there. You ask the questions field by field, because it's easier to understand, right? So pass on that organization to the record by mapping those fields.
There are times where a record producer field is asked simply because it's used for some other purpose: not displayed on the record for whatever other reason. Those can then be evaluated for posting in a description type box, as a work note, not at all unless 'x' selection, etc.
Point blank...help the entire life cycle by mapping the fields if there is an eligible field to map it too.
Ultimately, your process manager or someone should help decide that.
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05-14-2020 06:25 AM
Hello Joseph
with addition Allen I would like to add few things from my side
Please follow the link to create the Record Producer
Record producers are more of a "straight to the point" type of process where you fill out a form and bam, it's turned right in to a record. You can still add a workflow to a record producer and do all that, but I wouldn't personally go that route.and a record producer when you want to gather some information using a form (variables) but create some other type of record (incident, change, enhancement, etc.) as a result.
A record producer vs a catalog item will appear nearly the same for your end-users, so I'd say it's mostly a process decision in terms of how you'd like to handle them once they're submitted.
Record Producer gives a non-ITIL user the ability to create things like an Incident, Change, basically anything but a Request from a custom front end you deliver via the Service Catalog/Portal.
please refer this links as well
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Thanks and Regards
Gaurav Shirsat
