Mastering ServiceNow Record Producers: A Guide for Admins and Developers

[BillMartin]

Who Is This Article For? This guide is designed for ServiceNow administrators, developers, and IT professionals who aim to simplify the record creation process for end users, learn how to build and customize Record Producers in ServiceNow, enhance workflows by automating backend processes, and apply best practices while addressing common challenges in ServiceNow development. Whether you’re new to ServiceNow or looking to optimize your implementation, this guide provides clear and actionable insights tailored to your needs.

What is a ServiceNow Record Producer? A Record Producer in ServiceNow simplifies the creation of records in a specific table by providing a clean, user-friendly interface. Commonly featured in the Service Catalog, Record Producers help users submit requests or input data without navigating complex forms. For example, instead of creating incidents manually, users can use a Record Producer to log issues with just a few inputs, while the system handles record creation and backend processes.

Key Features of ServiceNow Record Producer Simplified data collection ensures a quick and intuitive process. Customizable forms allow tailoring fields and options to specific use cases. Automation automatically populates fields, enforces validation rules, or triggers workflows. Integration with workflows enables triggering relevant workflows automatically upon record creation. Service Catalog accessibility makes Record Producers available directly from the Service Catalog for improved usability.

ServiceNow Record Producer Common Use Cases

Incident Management: Submit IT issues easily and generate incident records automatically.

Change Requests: Allow users to request system changes through straightforward forms.

Service Requests: Simplify the process of ordering new software, hardware, or services.

HR Cases: Automate case submissions for onboarding, benefits inquiries, or leave requests.

Facilities Requests: Streamline maintenance requests for building issues or other facility-related needs.

How to Create a Record Producer in ServiceNow

Navigate to the Record Producers Module

• Go to Service Catalog > Record Producers.

Create a New Record Producer

• Click New, name the Record Producer, and select the target table where records will be created.

Customize the Form

• Add specific fields relevant to the type of record. Use the Catalog Item Designer for an intuitive interface or Form Designer for advanced customization.

Add Automation with Scripts (Optional)

• Use the Producer Script to add logic, such as prepopulating fields or validating data.

Example:

current.short_description = 'Issue reported: ' + producer.issue_description;

current.urgency = 2; // Sets urgency to Medium

Publish and Add to a Category

• Publish the Record Producer and assign it to an appropriate Service Catalog category.

ServiceNow Record Producer Best Practices

• Keep Forms Simple: Only include essential fields to avoid overwhelming users.
• Use Descriptive Labels: Ensure fields are clearly labeled for better understanding.
• Automate Repetitive Tasks: Use scripts to prepopulate fields and apply validations.
• Test Thoroughly: Test workflows and data mappings to ensure the Record Producer works as intended.
• Provide Guidance: Add tooltips or instructions to help users fill out forms correctly.

ServiceNow Record Producer Common Challenges and Solutions

• Duplicate Records:
  Use validation scripts to check for existing records before creating new ones.
  Example:

var gr = new GlideRecord('incident');

      gr.addQuery('short_description', producer.issue_description);

      gr.query();

     if (gr.next()) {

          gs.addErrorMessage('A similar incident already exists.');

           return;

     }

• Performance Issues:
  Optimize scripts by minimizing server-side calls and reusing data when possible.

• Field Mapping Errors:
  Double-check that producer fields align with the fields in the target table to avoid misconfiguration.

Conclusion: Understanding Record Producers is essential, but seeing them in action can make all the difference. Watch my YouTube video for a step-by-step walkthrough of how to create and use Record Producers effectively in ServiceNow. You'll learn how to create custom forms, use scripts for automation, and get pro tips for optimizing Record Producers in your workflows. 👇 Watch Now and take your ServiceNow skills to the next level! Don’t forget to like, comment, and subscribe to my channel for more tutorials and insights into ServiceNow. 😊

[Nikhil Bajaj9]

Thanks for sharing.

[BillMartin · Accepted solution]

I am glad you appreciate it!

[Nikhil Bajaj9]

Hi Bill,

You should not mark your own answers as Solution Accepted. If someone else is replying to your question and if you think that answer is correct, you should mark  that as Solution Accepted.

Regards,

Nikhil Bajaj

[BillMartin]

thank you for your inputs.