Record Producers

Record Producers in ServiceNow – Complete Guide for CAD Exam

Record Producers are a fundamental component of the ServiceNow Application User Interface and a key topic on the Certified Application Developer (CAD) exam. This guide covers everything you need to know about Record Producers, including what they are, why they matter, how they work, and how to confidently answer exam questions about them.

Why Are Record Producers Important?

Record Producers serve as a bridge between the Service Catalog and backend tables in ServiceNow. They are important for several reasons:

- They allow end users to create records on any table through the Service Catalog without needing direct access to the underlying table or form.
- They provide a user-friendly, guided experience for submitting information, which improves data quality and user satisfaction.
- They enable administrators and developers to control which fields are presented to users, reducing complexity and ensuring required information is captured.
- They support self-service capabilities, reducing the burden on IT staff and fulfillment teams.
- They can be used to create records on any table — not just incident or request tables — making them extremely versatile.

What Is a Record Producer?

A Record Producer is a specific type of catalog item that, when submitted, creates a record on a specified table rather than generating a standard requested item (RITM) on the sc_req_item table. Think of it as a form disguised as a catalog item.

Key characteristics of a Record Producer:

- It is defined in the sc_cat_item_producer table.
- It is associated with a target table (e.g., incident, hr_case, change_request, or any custom table).
- It appears in the Service Catalog and can be categorized under catalog categories just like regular catalog items.
- When a user fills out the Record Producer form and submits it, a new record is inserted directly into the target table.
- It supports variables (catalog variables) that map to fields on the target table or can be used in scripts to populate the record.

How Does a Record Producer Work?

Here is the step-by-step flow of how a Record Producer operates:

1. Configuration:
- A developer or administrator creates a new Record Producer by navigating to Service Catalog → Catalog Definitions → Record Producers (or by creating a new record in sc_cat_item_producer).
- The Table name field is set to the target table where records will be created (e.g., incident).
- Variables are added to the Record Producer. These variables represent the fields the user will fill out.
- A Script field is available on the Record Producer to execute server-side logic when the form is submitted. This script runs before the record is inserted into the target table.
- The Record Producer is assigned to a catalog and category so users can find it.

2. User Interaction:
- An end user browses the Service Catalog or searches for the Record Producer.
- The user fills out the form (which displays the configured variables).
- The user clicks Submit.

3. Record Creation:
- Upon submission, ServiceNow executes any Record Producer script defined in the Script field.
- The system maps variable values to the corresponding fields on the target table. Variables whose names match column names on the target table are automatically mapped.
- For variables that do not directly match column names, the Record Producer script can be used to manually set field values using current.field_name = producer.variable_name; syntax.
- A new record is inserted into the target table.
- The user is typically redirected to a confirmation page or the newly created record.

4. Post-Submission:
- Any Business Rules, Flow Designer flows, or workflows configured on the target table will execute as they normally would for a new record insertion.
- Notifications and other automated processes proceed as configured.

Key Configuration Details:

- Variable Mapping: If a variable's name matches a column name on the target table, it is automatically mapped. For example, a variable named short_description on a Record Producer targeting the Incident table will automatically populate the Short Description field.
- Script Field: The Script field on the Record Producer runs server-side and provides access to the current object (the GlideRecord being inserted) and producer object (containing variable values). Example: current.urgency = producer.urgency_selection;
- Redirect URL: You can configure where the user is redirected after submission.
- Two-Step Checkout: Record Producers can bypass the cart and submit directly, or they can go through the standard checkout process depending on configuration.
- Access Control: Record Producers respect catalog ACLs, user criteria, and roles to control who can see and use them.
- Catalog Client Scripts and UI Policies: These can be applied to Record Producers just like regular catalog items to provide dynamic form behavior (e.g., showing/hiding variables, making fields mandatory, setting default values).

Record Producer vs. Standard Catalog Item:

This distinction is critical for the exam:

- A Standard Catalog Item creates a record on the sc_req_item (Requested Item) table when submitted, along with a parent Request record.
- A Record Producer creates a record on a specified target table (e.g., incident, change_request, custom table) when submitted.
- Both appear in the Service Catalog to end users and can have variables, client scripts, and UI policies.

Common Use Cases for Record Producers:

- Allowing users to submit incidents through the Service Catalog instead of navigating to the Incident form.
- Creating HR cases from an HR Service Catalog.
- Submitting change requests via a simplified catalog interface.
- Populating records on custom tables for specific business applications.
- Any scenario where you want to provide a simplified, guided form for creating records on a specific table.

Exam Tips: Answering Questions on Record Producers

The CAD exam may test your understanding of Record Producers in several ways. Here are tips to help you answer correctly:

1. Know the Core Definition: A Record Producer is a catalog item that creates a record on a specified table. If a question asks what differentiates a Record Producer from a standard catalog item, the answer is the target table. Standard catalog items create Requested Items; Record Producers create records on any designated table.

2. Understand Variable Mapping: Remember that variables with names matching column names on the target table are automatically mapped. This is a commonly tested concept. If a variable name does not match a column name, you must use the Script field to manually map it.

3. Know the Script Field: The Record Producer Script field executes server-side and runs before the record is inserted. You have access to current (the target record) and producer (the variable values). Questions may ask when this script runs or what objects are available in it.

4. Catalog Client Scripts and UI Policies Apply: Record Producers support the same dynamic form behaviors as regular catalog items. If a question mentions making a variable mandatory based on another variable's value on a Record Producer, the answer likely involves a Catalog Client Script or Catalog UI Policy.

5. Watch for Trick Answers Involving Workflows: A Record Producer itself does not inherently trigger a catalog workflow (since it does not create a Requested Item). Instead, business rules or flows on the target table handle automation. However, some configurations may still trigger catalog-related processes if the Record Producer is set up to also generate a request. Read questions carefully.

6. Table Name: The Record Producer configuration includes a Table name field that specifies where the record will be created. If a question asks how to configure a Record Producer to create incidents, the answer involves setting the Table name to incident.

7. Where to Find Them: Record Producers are located under Service Catalog → Catalog Definitions → Record Producers. They exist in the sc_cat_item_producer table, which extends sc_cat_item.

8. Distinguish Between Similar Concepts: The exam may present options that include Record Producers, Order Guides, Content Items, and Standard Catalog Items. Know the differences:
- Record Producer → Creates a record on a specified table
- Order Guide → Bundles multiple catalog items into a single ordering process
- Content Item → Displays static information (no record creation)
- Standard Catalog Item → Creates a Requested Item (RITM)

9. Practice Scenario-Based Questions: You may be given a scenario like: "A company wants users to submit incidents through the Service Catalog with a simplified form. What should the developer create?" The answer is a Record Producer targeting the Incident table.

10. Remember the Redirect: After a Record Producer is submitted, the user can be redirected to a specific page. This is controlled by the Redirect URL or related configuration on the Record Producer. Some questions may test whether you know this behavior.

Summary:

Record Producers are a powerful and versatile tool in ServiceNow that allow developers to leverage the Service Catalog as a user-friendly front end for creating records on any table. For the CAD exam, focus on understanding their purpose, how variable mapping works (automatic vs. scripted), the role of the Script field, and how they differ from standard catalog items. Being clear on these concepts will prepare you to handle any Record Producer question with confidence.