Configuring a record producer for reservation
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Summary of Configuring a record producer for reservation
This guide explains how to configure a record producer to integrate with Workplace Reservation Management in ServiceNow. Integrating a record producer with this system gives administrators flexible options to manage service requests during the reservation process. When a record producer is linked to the workplace service’s "Record producer for reservation" field, it appears to users as part of their reservation workflow. If no record producer is mapped, users interact with a custom widget for service requests instead.
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The integration supports two types of cases: additional services tied to reservations and standalone cases. The fulfillment process differs slightly between these, especially regarding preparation and cleanup times for resources like projectors in room reservations. The dual approach using both record producers and custom widgets ensures a seamless user experience and backward compatibility.
Key Features
- Automatic Field Population: Record producers automatically fill in and hide fields based on reservation context (requested for, date/time, space), simplifying user input and enhancing data accuracy.
- Custom Widget Compatibility: Maintains support for workplace services without record producers, preserving existing workflows.
- Required Variable Set: Use the Workplace Service widget Variable set in the record producer to include essential widgets like WSD Multilevel Space Picker (for building, floor, and space) and WSD Workplace Service (for service item selection).
- Mandatory Variable Naming: Specific variable names must be used—requestedfor, deliverytime, urgency, impact, and especially reservation to link reservation cases to child cases correctly.
- Hidden Form Sections: Sections such as request details and space selection are hidden on the form because they derive from reservation data.
Configuration Steps
- Create a record producer on the Workplace Case or Workplace Case Extension tables and configure it for editing according to detailed guidance.
- Ensure the Workplace Service widget Variable set is applied within the record producer to guarantee correct functionality and data passing.
- Map the configured record producer to the workplace service by setting it in both the Record producer and Record producer for reservation fields on the Workplace Service form.
Practical Benefits
By following this configuration, ServiceNow customers can offer a streamlined and accurate reservation experience for end users, automate data population to reduce errors, and maintain compatibility with existing workplace services. It also enables administrators to link reservation cases effectively with associated service requests, improving fulfillment and tracking.
Configure a record producer to integrate it with Workplace Reservation Management.
Integrating a record producer with Workplace Reservation Management provides administrators with flexible choices to handle service requests. If a record producer is mapped to the Record producer for reservation field in a workplace service, it’s displayed to users during the reservation process. If no record producer is mapped, the system displays a custom widget for service item requests.
Some fields or minor functionality can differ between cases submitted for additional services of a reservation and standalone cases. While the fulfillment experience for both cases is similar, it is not completely the same because they serve different purposes.
For example, while reserving a room with a projector from 10:00 to 11:00, the preparation and cleanup time is applicable to set up and remove the projector. If the preparation and cleanup duration is 30 minutes each, the room is reserved from 9:30 to 11:30. For standalone cases, users can raise a request at any time. The request doesn't need a start time and end time, therefore, preparation and cleanup time aren't applicable.
The dual approach with a record producer and a custom widget provides a streamlined and unified experience:
- Using a record producer automatically populates and hides fields with known data from the reservation context like requested for, date and time, space details. It makes sure that users only provide the necessary information, simplifying the process and improving data accuracy.
- Using the custom widget maintains backward compatibility for workplace services that don't have a record producer.
Enabling a record producer for editing
You must first create a record producer on the Workplace Case or Workplace Case Extension tables and configure it for editing. For more information, see Configuring a record producer for request edit.
For more information about creating a record producer, see Configure a Record producer.
While creating the record producer, make sure that you follow these steps.
- You must use the Workplace Service widget Variable set in your record producer to ensure that space selection and service item selection widgets are included and function correctly.
The variable set includes the following widgets:
- WSD Multilevel Space Picker: The widget used to select building, floor, and space information.
- WSD Workplace Service: The widget used to select specific service items.
- You must adhere to specific names for the variables so the system can automatically pass data from the reservation to your record producer. These variables are populated with known data from the reservation and are typically hidden
on the form.
Make sure that you use the specified names for the following variables.
- Requested for: requested_for
- Date and time requested by: delivery_time
- Urgency: urgency
- Impact: impact
Note:Ensure that you include a record producer variable with the field name reservation. Otherwise, the reservation case isn't linked to the child case generated. -
Sections like request details and space selection are hidden on the request form as they’re derived from the reservation data. For more information, refer to any record producers installed with Workplace Case Management, like Catering.
Mapping the record producer to the reservation page
To map the record producer to the reservation page, you must first add it to the Record producer field of the workplace service. You must then add it to the Record producer for reservation field of the same workplace service.
For more information about the fields of a workplace service, see Workplace Service form.