--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Configuring a record producer for reservation # Configuring a record producer for reservation {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Configuring a record producer for reservation This guide explains how to configure a record producer to integrate with Workplace Reservation Management in ServiceNow. Integrating a record producer allows administrators to offer flexible, streamlined service request options during the reservation process. When a record producer is mapped to a workplace service, it appears to users making reservations, simplifying data entry by automatically populating known reservation details. If no record producer is mapped, a custom widget is displayed instead, maintaining compatibility with existing services. Show full answer Show less ## Key Features * **Dual approach:** Supports both record producers and custom widgets to accommodate different workplace service configurations. * **Automatic data population:** Uses reservation context data (requested for, date/time, space details) to pre-fill and hide fields, improving accuracy and ease of use. * **Preparation and cleanup time handling:** Applies to reservation cases with defined start and end times but not to standalone cases. * **Record producer configuration requirements:** Must be created on the Workplace Case or Workplace Case Extension tables and use the *Workplace Service widget Variable set* to include essential widgets for space and service item selection. * **Variable naming conventions:** Specific variable names (like *requestedfor* , *deliverytime* , *urgency* , *impact*) are required for automatic data passing from reservations. * **Reservation linkage:** Inclusion of a *reservation* variable is necessary to link the reservation case to the generated child case. * **Mapping to workplace service:** The record producer must be assigned to both the *Record producer* and *Record producer for reservation* fields on the workplace service record to function properly. ## Practical Application for ServiceNow Customers By following this configuration, ServiceNow customers can provide users with a simplified reservation experience that reduces manual data entry and errors. Administrators should ensure they create record producers following the prescribed steps and naming conventions to guarantee proper integration with reservation data. Mapping the record producer correctly to the workplace service enables the reservation portal to display the appropriate forms. This setup supports both reservation-linked requests and standalone requests, allowing flexibility in how services are requested and fulfilled. ## Related Tasks and Concepts * Creating and configuring record producers * Setting up workplace services and service items * Configuring approval workflows and SLA definitions * Creating workplace case and task templates * Automating seat assignment and smart assessments for workplace cases Configure a record producer to integrate it with Workplace Reservation Management. Integrating a record producer with Workplace Reservation Management provides administrators with flexible choices to handle service requests. If a record producer is mapped to the Record producer for reservation field in a workplace service, it's displayed to users during the reservation process. If no record producer is mapped, the system displays a custom widget for service item requests. Note: Some fields or minor functionality can differ between cases submitted for additional services of a reservation and standalone cases. While the fulfillment experience for both cases is similar, it is not completely the same because they serve different purposes. For example, while reserving a room with a projector from 10:00 to 11:00, the preparation and cleanup time is applicable to set up and remove the projector. If the preparation and cleanup duration is 30 minutes each, the room is reserved from 9:30 to 11:30. For standalone cases, users can raise a request at any time. The request doesn't need a start time and end time, therefore, preparation and cleanup time aren't applicable. The dual approach with a record producer and a custom widget provides a streamlined and unified experience: * Using a record producer automatically populates and hides fields with known data from the reservation context like requested for, date and time, space details. It makes sure that users only provide the necessary information, simplifying the process and improving data accuracy. * Using the custom widget maintains backward compatibility for workplace services that don't have a record producer. {#config-reservation-rp__ul_i4l_n1f_ngc} ## Enabling a record producer for editing {#config-reservation-rp__section_o42_dc3_ngc} You must first create a record producer on the Workplace Case or Workplace Case Extension tables and configure it for editing. For more information, see [Configuring a record producer for request edit](https://www.servicenow.com/docs/WQeXBZZQHNc1Lqn0FA5j9w "Configure a record producer for editable workplace service requests."). For more information about creating a record producer, see [Configure a Record producer](https://www.servicenow.com/docs/afa4SEOfu7d9F9E_G53Big "Make a Workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Services catalog."). While creating the record producer, make sure that you follow these steps. Important: If you don't follow these steps, the record producer doesn't load correctly on the reservation portal. * You must use the Workplace Service widget Variable set in your record producer to ensure that space selection and service item selection widgets are included and function correctly. The variable set includes the following widgets: * WSD Multilevel Space Picker: The widget used to select building, floor, and space information. * WSD Workplace Service: The widget used to select specific service items. {#config-reservation-rp__ul_v1m_lc3_ngc} * You must adhere to specific names for the variables so the system can automatically pass data from the reservation to your record producer. These variables are populated with known data from the reservation and are typically hidden on the form.Make sure that you use the specified names for the following variables. * Requested for: requested_for * Date and time requested by: delivery_time * Urgency: urgency * Impact: impact {#config-reservation-rp__ul_qwh_dd3_ngc} Note: Ensure that you include a record producer variable with the field name reservation. Otherwise, the reservation case isn't linked to the child case generated. * Sections like request details and space selection are hidden on the request form as they're derived from the reservation data. For more information, refer to any record producers installed with Workplace Case Management, like Catering. {#config-reservation-rp__ul_xyj_lc3_ngc} ## Mapping the record producer to the reservation page {#config-reservation-rp__section_m23_bff_ngc} To map the record producer to the reservation page, you must first add it to the Record producer field of the workplace service. You must then add it to the Record producer for reservation field of the same workplace service. For more information about the fields of a workplace service, see [Workplace Service form](https://www.servicenow.com/docs/6DaCapWPnpO5BDKYonvQ~Q "Use the Workplace Service form to specify details such as the case table, default template, and record producers."). **Related concepts** * [Smart Assessment for workplace cases and tasks](https://www.servicenow.com/docs/sGDaLBXlQ~c~azgItEDiEQ "Smart Assessment enables workplace case managers to create structured assessment templates with customizable questions and sections. These assessments trigger automatically based on specific conditions, such as state changes in workplace cases and tasks. Workplace agents complete these assessments as part of their workflow, to standardize data collection and support quality control.") * [Automating seat assignment for new hires](https://www.servicenow.com/docs/ougEzXBlyr7mRPNVaFnVsA "Use HR Service Delivery and Workplace Service Delivery to automatically assign a seat for the new hires in your organization.") * [Configuring a record producer for request edit](https://www.servicenow.com/docs/WQeXBZZQHNc1Lqn0FA5j9w "Configure a record producer for editable workplace service requests.") **Related tasks** * [Install Workplace Case Management](https://www.servicenow.com/docs/mvq5uMItrLBFv6E0UGDWYQ "Install the Workplace Case Management application from ServiceNow Store applications. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.") * [Create a Workplace case template](https://www.servicenow.com/docs/kxSeRdhkCIPw3qRVkI9s7Q "Create a Workplace case template for use when creating workplace services.") * [Create a Workplace task template](https://www.servicenow.com/docs/irnQXyjaRBog1RLzml5Mkg "A Task template simplifies the process of creating tasks in Workplace Case Management by populating fields automatically.") * [Configure Approval options](https://www.servicenow.com/docs/mUq357p34Ck2WaLHvr~vlw "Add approvers to approve cases created through Workplace services.") * [Configure a Record producer](https://www.servicenow.com/docs/afa4SEOfu7d9F9E_G53Big "Make a Workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Services catalog.") * [Create an SLA Definition](https://www.servicenow.com/docs/E7Nz~kM~fzmfcETGbEjWXQ "Configure SLAs to ensure that cases are resolved according to the expectations of customers. SLAs set up performance parameters, such as specifying minimum uptime or the amount of time that a task needs in order to reach a certain condition.
") * [Create a Workplace service](https://www.servicenow.com/docs/V32qBbYBlZHnhImIjiAM_w "Create a workplace service with predefined steps of fulfillment. Select the fulfillment type required based on the workplace service. Create workplace services like catering, office supply request, parking, or any service to support employees needs.") * [Add a workplace service item to a workplace service](https://www.servicenow.com/docs/yhh73WhQ_4t3ChiYXIJdew "Configure a workplace item that an employee can order along with a workplace service request or as part of the reservation. For example, while making a reservation, an employee can order a workplace service item such as catering, an additional chair, whiteboard, marker, and more.") * [Create a workplace template configuration](https://www.servicenow.com/docs/O1naCmH7vauwd_j6~fVEOw "Define a template that must be applied to fulfill a workplace case. Set conditions based on common employee responses for requests. The template will be applied to those workplace cases that match the conditions specified.") * [Create a workplace field mapping](https://www.servicenow.com/docs/TirUu_ON7UqTPjjuv2iQwQ "Create a field mapping record to copy the field information of a parent case to the child workplace service activities or to workplace item-related tasks. Skip the process of re-entering the same details of a parent case to a child case by using field mapping records.") * [Configure an escalation rule](https://www.servicenow.com/docs/vAZqZ~RQsK9tUsbwmoSg~w "Escalate a workplace case to the relevant assignment group by using an escalation rule.") * [Add Fulfillment instructions](https://www.servicenow.com/docs/oQubNh6VoU6aF9mgVhgOsA "Provide instructions to workplace agents on how to fulfill a workplace case. Add instructions for new workplace agents and for complicated workplace cases.") * [Group similar workplace cases under a parent case](https://www.servicenow.com/docs/cHR9_XOaV9JEx7uC1oIHNQ "Categorize cases that have similar issues and that require the same resolution under a single parent case. Reduce the time spent on resolving multiple workplace cases.")