Create a record producer to log incidents Record producers allow the end user to log incidents directly from the Service Catalog. The first step in using the service catalog to log incidents is to create an incident record producer. Before you beginRole required: catalog_admin or admin About this task Record producers appear in the service catalog as catalog items. Instead of creating a service request, they create a record on any table in the system, populating the record as defined in the record producer. Incident record producers are useful because they give users have one interface from which to submit requests to the IT Department. For example, the default Can We Help You? category features record producers such as Report an Incident to enable users to directly log incidents from the catalog. The following example demonstrates how to create a record producer to request a wireless router reset. Procedure Navigate to Service Catalog > Catalog Definitions > Record Producers. Click New and follow the steps in Create a record producer. Enter the following information. Field Entry Name Request to Reset Router. Table name Incident [incident]. What it will contain Short description Reset wireless router request Description Please reset the building's router. Accessibility Catalogs Service Catalog Category Can We Help You? Figure 1. Record producer form Open the form context menu and click Save. Several related lists appear at the end of the form, including Variables and Variable Sets. In the Variables related list, click New. Enter or select the following values. Field Entry Type Reference Question Which router needs to be reset? Name Router Type Specifications Reference IP Router [cmdb_ci_ip_router Figure 2. Router reset variable Click Submit. (Optional) To view the new record producer as a user sees it, click Try It in the form header. Figure 3. New catalog item preview The new catalog item appears in the Service Catalog for any user to select. Figure 4. Service Catalog category with new item Related TasksCreate an incident templateAdd a module that uses a templateCreate a record producer using a template
Create a record producer to log incidents Record producers allow the end user to log incidents directly from the Service Catalog. The first step in using the service catalog to log incidents is to create an incident record producer. Before you beginRole required: catalog_admin or admin About this task Record producers appear in the service catalog as catalog items. Instead of creating a service request, they create a record on any table in the system, populating the record as defined in the record producer. Incident record producers are useful because they give users have one interface from which to submit requests to the IT Department. For example, the default Can We Help You? category features record producers such as Report an Incident to enable users to directly log incidents from the catalog. The following example demonstrates how to create a record producer to request a wireless router reset. Procedure Navigate to Service Catalog > Catalog Definitions > Record Producers. Click New and follow the steps in Create a record producer. Enter the following information. Field Entry Name Request to Reset Router. Table name Incident [incident]. What it will contain Short description Reset wireless router request Description Please reset the building's router. Accessibility Catalogs Service Catalog Category Can We Help You? Figure 1. Record producer form Open the form context menu and click Save. Several related lists appear at the end of the form, including Variables and Variable Sets. In the Variables related list, click New. Enter or select the following values. Field Entry Type Reference Question Which router needs to be reset? Name Router Type Specifications Reference IP Router [cmdb_ci_ip_router Figure 2. Router reset variable Click Submit. (Optional) To view the new record producer as a user sees it, click Try It in the form header. Figure 3. New catalog item preview The new catalog item appears in the Service Catalog for any user to select. Figure 4. Service Catalog category with new item Related TasksCreate an incident templateAdd a module that uses a templateCreate a record producer using a template
