📋 Record Producers & Order Guides in ServiceNow

🌐 Introduction

Within the Service Catalog, ServiceNow offers specialized catalog item types beyond standard requests:

• Record Producers → Create records directly in tables (like Incident, Change, Problem, HR Case).

• Order Guides → Allow users to request multiple catalog items in one request, streamlining complex processes (like onboarding).

💡 Key Benefit: They extend the power of the catalog from simple item requests to broader workflows and multi-item fulfillment.

📑 Record Producers

🔹 Definition

A Record Producer is a special type of catalog item used to create records in any table in ServiceNow.

• Instead of creating a request item (RITM), it creates a record directly in the specified table.

• Example: “Submit a New Incident” Record Producer → creates an Incident record in incident table.

🔹 Features

• Appears in the Service Catalog or Service Portal.

• Uses variables to capture user input.

• Maps variables → target table fields.

• Can use scripts to manipulate data before record creation.

🔹 Example Use Cases

1. IT Support: Record Producer to log an Incident from the Service Catalog.

2. HR: Record Producer to submit a Leave Request (creates an HR Case).

3. Facilities: Record Producer for reporting a broken office device (creates Facility Request).

🔹 Example Script (Mapping Variable to Field)

// Producer script example
if (producer.short_desc) {
   current.short_description = producer.short_desc;
}
if (producer.details) {
   current.description = producer.details;
}

📑 Order Guides

🔹 Definition

An Order Guide is a Service Catalog feature that lets users order multiple catalog items at once within a structured process.

🔹 Features

• Present users with questions (variables) to determine required items.

• Dynamically generate items based on user responses.

• Group related requests under a single parent request (REQ).

🔹 Example Use Cases

1. New Hire Onboarding (most common):

   • Items: Laptop, Email Account, Badge Access, Desk Setup.

   • One request submission → multiple RITMs created for fulfillment teams.

2. Project Setup Request:

   • Items: Jira project creation, GitHub repository, VPN access.

3. Event Setup Request:

   • Items: Room booking, Audio/Video setup, Catering.

🔹 Fulfillment Process

• REQ (Request) → Parent container.

• RITMs (Requested Items) → Each item inside the Order Guide.

• TASKS → Individual fulfillment activities per item.

⚡Record Producers vs. Order Guides

🛠️ Advanced Features

Record Producers

• Producer Scripts: Add dynamic logic before record creation.

• Conditionals: Show/hide variables based on responses.

• Knowledge Integration: Suggest KBs before creating records.

Order Guides

• Dynamic Item Inclusion: Items added based on user answers.

• Template Items: Pre-defined bundles for standard scenarios.

• Flows/Workflows: Automate complex fulfillment across multiple teams.

📊 Real-World Scenarios

1. IT Incident Reporting (Record Producer):

   • Users report a system outage via catalog → creates Incident directly.

2. HR Case Creation (Record Producer):

   • Leave request submitted → HR Case created in HRSD.

3. Employee Onboarding (Order Guide):

   • One submission triggers requests for hardware, software, facilities access, and orientation training.

4. Facilities Move Request (Order Guide):

   • Triggers requests for desk relocation, phone setup, and security badge updates.

💡Best Practices

• ✅ Use Record Producers for “create record” use cases (like Incident/Case submission).

• ✅ Use Order Guides for multi-item requests (like Onboarding).

• ✅ Keep forms simple with meaningful variable labels.

• ✅ Reuse variable sets to maintain consistency.

• ✅ Document fulfillment workflows for clarity.

• ❌ Avoid overloading one Record Producer with too many variables.

• ❌ Don’t add unrelated items in Order Guides—it confuses users.

🎬Conclusion

Record Producers and Order Guides expand ServiceNow’s Service Catalog into a powerful self-service platform:

• Record Producers: Streamline record creation in any table.

• Order Guides: Enable multi-item, structured requests in one submission.

Together, they enhance user experience, improve process automation, and ensure faster service delivery across IT, HR, Facilities, and beyond.