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Mapping Variables to Fields

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In this lesson, you will learn:

  • How to create a record producer
  • How to map questions to fields on the new record
  • How to set fixed values the user never sees

1 Build “Report a broken printer”

Let’s build a record producer that creates an incident when someone reports a printer problem. 🖨️

  1. Go to Service Catalog > Catalog Definitions > Record Producers and click New.
  2. Name: “Report a broken printer”. Pick the catalog and category.
  3. Set Table name to Incident. This is what gets created.
  4. Save. Now add variables (Lesson 26.3), like “Which printer?” and “What’s wrong?”

2 Map variables to fields

The answers must land in the right fields on the new incident. The easiest way: give the variable the same name as the field, and turn on Map to field.

Mapping record producer variables to incident fields. The variable What's wrong? is mapped to the Short description field. The variable Which printer? is mapped to the Configuration item field. A fixed value from the template sets Category to Hardware and Assignment group to SNWR Service Desk, which the user never sees. A short script sets the Caller to the person who submitted the form. The result is incident INC0010050 with all these fields filled.
Figure 1. Answers map to fields. Fixed values fill the rest.
Variable (question) Maps to field
What’s wrong? Short description
Which printer? Configuration item
Anything else? Description

💡 Good to know: On the variable, tick Map to field and pick the Field. ServiceNow copies the answer into that field when the record is created.

3 Fixed values

Some fields should be set, but users don’t need to see them, like Category or Assignment group. Use the record producer’s Template field to set them:

  • Category = Hardware
  • Assignment group = SNWR Service Desk
  • Contact type = Self-service

📝 Note: Record producers also have a Script field for extra logic. For example, a one-line script often sets the Caller to the person who submitted the form. Scripting is covered in the Advanced track.

⭐ Remember: Questions users answer → map to fields. Values users shouldn’t choose → template.

4 Let’s try it: build and test

  1. Create the record producer SNWR Report a broken printer on the Incident table.
  2. Add a variable “What’s wrong?” and map it to Short description.
  3. In the Template, set Category to Hardware and Assignment group to SNWR Service Desk.
  4. Click Try It, fill it in, and submit.
  5. Open the new incident. Are the fields filled correctly?

5 Quick recap

  • Set the Table name to choose what’s created
  • Use Map to field to copy answers into fields
  • Use the Template to set fixed values
  • Test with Try It

6 Check yourself

Think of your answer first. Then tap to check.

1 Which field on a record producer decides what table the record is created in? Show answer

Table name.

2 How does a user’s answer end up in Short description? Show answer

The variable is mapped to the Short description field with Map to field.

3 Every printer incident should go to SNWR Service Desk. Where do you set that? Show answer

In the record producer’s Template.

Nice work! You finished this lesson. 🎉

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