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Create a record producer to log incidents

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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 begin

Role 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 provide users with one interface from which to submit requests to IT. For example, the default Can We Help You? category features record producers such as Create Incident to enable users to log incidents from the catalog.

The following example demonstrates how to create a record producer to request a wireless router reset.


  1. Navigate to Service Catalog > Catalog Definitions > Record Producers.
  2. Click New and follow the steps in Create a record producer.
  3. Enter the following information.
    Field Entry
    Name Request to Reset Router.
    Table name Incident [incident].
    What it contains
    Short description Reset wireless router request
    Description Please reset the building's router.
    Catalogs Service Catalog
    Category Can We Help You?
    Figure 1. Record producer form
    Record producer form with values
  4. Open the form context menu and click Save.
    Several related lists appear at the end of the form, including Variables and Variable Sets.
  5. In the Variables related list, click New.
  6. 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
    Reset router variable
  7. Click Submit.
  8. (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
    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
    Service catalog category list with new item