Configuring a record producer for reservation

  • Release version: Zurich
  • Updated September 2, 2025
  • 2 minutes to read
    • Summarize
    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 manage service requests more flexibly and provides users with a streamlined reservation experience.

    Show full answer Show less

    Key Features

    • Dual approach for reservation requests:
      • If a record producer is mapped in the workplace service, it appears during the reservation process, automatically populating and hiding known reservation data fields (e.g., requested for, date/time, space details), simplifying user input and enhancing data accuracy.
      • If no record producer is mapped, a custom widget handles service item requests, maintaining backward compatibility.
    • Record producer creation and configuration:
      • Record producers must be created on the Workplace Case or Workplace Case Extension tables and configured for editing.
      • The Workplace Service widget Variable set is required to include essential widgets such as WSD Multilevel Space Picker (for building, floor, space selection) and WSD Workplace Service (for selecting specific service items).
      • Variables must use specific names (requestedfor, deliverytime, urgency, impact) to allow automatic data population and hiding of redundant fields to simplify the form.
    • Mapping record producer to reservation page:
      • The record producer must be added to both the Record producer and Record producer for reservation fields in the workplace service form to be active during reservations.

    Practical Considerations for ServiceNow Customers

    • Use the specified variable names and include the Workplace Service widget Variable set to ensure correct data flow and widget functionality on the reservation portal.
    • Mapping the record producer properly enables a more user-friendly, accurate reservation process by leveraging existing reservation context data.
    • The approach supports backward compatibility by falling back to the custom widget when no record producer is configured, ensuring continuous service availability.

    Next Steps

    • Create and configure record producers following ServiceNow’s guidelines for Workplace Case Management.
    • Map the record producer to the workplace service to enable its use during reservations.
    • Refer to related tasks like installing Workplace Case Management, creating templates, configuring approval options, and managing SLAs to support comprehensive workplace service management.

    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.

    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.

    Enabling a record producer for editing

    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.

    For more information about creating a record producer, see Configure a Record producer.

    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.
    • 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

    • Sections like request details and space selection are hidden on the request form as they are derived from the reservation data. For more information, refer to any record producers installed with Workplace Case Management, like Catering.

    Mapping the record producer to the reservation page

    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.