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ServiceNow

CIS-ITSM · Question #102

Which record type would you use for an Ask a Question form that would generate an Incident?

The correct answer is C. Record Producer. A Record Producer is the catalog item type used to create records in any ServiceNow table, making it the correct choice for an 'Ask a Question' form that generates an Incident.

Service Catalog and Request Management

Question

Which record type would you use for an Ask a Question form that would generate an Incident?

Options

  • AOrder Guide
  • BContent Hem
  • CRecord Producer
  • DLinked Item
  • ECatalog Item

How the community answered

(37 responses)
  • A
    3% (1)
  • B
    5% (2)
  • C
    89% (33)
  • D
    3% (1)

Why each option

A Record Producer is the catalog item type used to create records in any ServiceNow table, making it the correct choice for an 'Ask a Question' form that generates an Incident.

AOrder Guide

Order Guides bundle multiple catalog items for sequential fulfillment and do not directly generate records in operational tables.

BContent Hem

Content Item (likely 'Content Item') displays informational content in the catalog without generating any records.

CRecord ProducerCorrect

Record Producers are a specialized catalog item type that, upon submission, create or update a record in a specified ServiceNow table - including the Incident [incident] table. They support custom variable-based intake forms while routing the submitted data directly into operational records, which is exactly the pattern needed for a question form that generates an incident.

DLinked Item

Linked Items redirect users to an external URL or another catalog item and do not create records.

ECatalog Item

Standard Catalog Items create Requested Items and RITM records, not Incident records.

Concept tested: Record Producer for incident generation from catalog

Source: https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/service-catalog-management/concept/c_RecordProducer.html

Topics

#Service Catalog#Record Producer#Incident Creation#Service Request

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