Create a problem record producer

You can create a record producer that let users log problems from the service catalog.

Before you begin

Role required: admin

Procedure

  1. Navigate to Service Catalog > Record Producers.
  2. Complete the form with the following information
    • Name: Performance Issues
    • Table Name: Problem [problem]
    • Category: Can We Help You?
    • Roles: itil, admin. This restricts the record producer to IT employees. Typically, other users file an incident rather than filing a problem directly.
    Problem record producer
  3. Right click the form and select Save.
    The related lists Variables and Variable Sets appear at the bottom of the form.
  4. Scroll to the Variables related list and click New.
  5. Complete the New Variable form with the following information.
    • Type: Reference
    • Name: configuration_item
    • Reference: Configuration Item [cmdb_ci]
    • Question:: Which configuration item is experiencing performance issues?
    Variable form
  6. Click Submit.
  7. Create another variable with the following information.
    • Type: Multi-Line Text
    • Name: Description
    • Question:: Describe the issue:
  8. Click Submit.
  9. Click Save.

Result

Click the Preview Item link to see how the new record producer appears.

Record producer