Show specific incidents for specific group

[Community Alums]

I need to show incidents created from record producer having "ABC" catgeory to "Desktop group"

but not able to fetch category of record producer on incidents.

Any suggestions?

[Pooja58 · Accepted solution]

Hi @Community Alums ,

The records created using Record producer are stored in table called "sc_item_produced_record".
There you can add Query to get the category of Producer like shown below. From here you can add your logic to assign the Incident assignment group.

Kindly mark it as helpful/correct if it solves your question.

Best Regards,

Pooja

[Mark Manders]

There is no link between the Incident and the way it is created (like with RITMs that have the 'catalog item' on it). 

The only way to do this is to have some sort of unique setting/combination that shows you these incidents.

You could have 'category = desktop group' from the record producer and 'channel = web'. Or you could check if it is in the 'variables' section of the incident (depending on what you mean with 'category' in your question).

[rohansargar]

Hello,

You can modify the Record Producer Script to explicitly set the category on the incident record.

Steps:
Navigate to Maintain Items (sc_cat_item) and open your Record Producer.
Scroll down to the Script section.
Add the following script to set the category explicitly:

// Ensure 'current' is pointing to the incident
current.category = 'ABC';
current.update();

This will ensure that the incident created from the Record Producer has the correct category.

Thank You,