--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Configuring a record producer for reservation # Configuring a record producer for reservation {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## 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. Show full answer Show less 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. Note: 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. {#config-reservation-rp__ul_i4l_n1f_ngc} ## Enabling a record producer for editing {#config-reservation-rp__section_o42_dc3_ngc} 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](https://servicenow-prod.fluidtopics.net/WQeXBZZQHNc1Lqn0FA5j9w "Configure a record producer for editable workplace service requests."). For more information about creating a record producer, see [Configure a Record producer](https://servicenow-prod.fluidtopics.net/afa4SEOfu7d9F9E_G53Big "Make a Workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Services catalog."). While creating the record producer, make sure that you follow these steps. Important: If you don't follow these steps, the record producer doesn't load correctly on the reservation portal. * 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. {#config-reservation-rp__ul_v1m_lc3_ngc} * 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 {#config-reservation-rp__ul_qwh_dd3_ngc} 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. {#config-reservation-rp__ul_xyj_lc3_ngc} ## Mapping the record producer to the reservation page {#config-reservation-rp__section_m23_bff_ngc} 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](https://servicenow-prod.fluidtopics.net/6DaCapWPnpO5BDKYonvQ~Q "Use the Workplace Service form to specify details such as the case table, default template, and record producers."). **Related concepts** * [Smart Assessment for Workplace Case and Task](https://servicenow-prod.fluidtopics.net/sGDaLBXlQ~c~azgItEDiEQ "Smart Assessment enables workplace case managers to create structured assessment templates with customizable questions and sections. These assessments can be automatically triggered based on specific conditions, such as state changes in workplace cases and tasks. Workplace agents complete these assessments as part of their workflow, ensuring standardized data collection and quality control.") * [Automating seat assignment for new hires](https://servicenow-prod.fluidtopics.net/ougEzXBlyr7mRPNVaFnVsA "Use HR Service Delivery and Workplace Service Delivery to automatically assign a seat for the new hires in your organization.") * [Configuring a record producer for request edit](https://servicenow-prod.fluidtopics.net/WQeXBZZQHNc1Lqn0FA5j9w "Configure a record producer for editable workplace service requests.") **Related tasks** * [Install Workplace Case Management](https://servicenow-prod.fluidtopics.net/mvq5uMItrLBFv6E0UGDWYQ "Install the Workplace Case Management application from ServiceNow Store applications. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.") * [Create a Workplace case template](https://servicenow-prod.fluidtopics.net/kxSeRdhkCIPw3qRVkI9s7Q "Create a Workplace case template for use when creating workplace services.") * [Create a Workplace task template](https://servicenow-prod.fluidtopics.net/irnQXyjaRBog1RLzml5Mkg "A Task template simplifies the process of creating tasks in Workplace Case Management by populating fields automatically.") * [Configure Approval options](https://servicenow-prod.fluidtopics.net/mUq357p34Ck2WaLHvr~vlw "Add approvers to approve cases created through Workplace services.") * [Configure a Record producer](https://servicenow-prod.fluidtopics.net/afa4SEOfu7d9F9E_G53Big "Make a Workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Services catalog.") * [Create an SLA Definition](https://servicenow-prod.fluidtopics.net/E7Nz~kM~fzmfcETGbEjWXQ "Configure SLAs to ensure that cases are resolved according to the expectations of customers. SLAs set up performance parameters, such as specifying minimum uptime or the amount of time that a task needs in order to reach a certain condition.
") * [Create a Workplace service](https://servicenow-prod.fluidtopics.net/V32qBbYBlZHnhImIjiAM_w "Create a workplace service with predefined steps of fulfillment. Select the fulfillment type required based on the workplace service. Create workplace services like catering, office supply request, parking, or any service to support employees needs.") * [Add a workplace service item to a workplace service](https://servicenow-prod.fluidtopics.net/yhh73WhQ_4t3ChiYXIJdew "Configure a workplace item that an employee can order along with a workplace service request or as part of the reservation. For example, while making a reservation, an employee can order a workplace service item such as catering, an additional chair, whiteboard, marker, and more.") * [Create a workplace template configuration](https://servicenow-prod.fluidtopics.net/O1naCmH7vauwd_j6~fVEOw "Define a template that must be applied to fulfill a workplace case. Set conditions based on common employee responses for requests. The template will be applied to those workplace cases that match the conditions specified.") * [Create a workplace field mapping](https://servicenow-prod.fluidtopics.net/TirUu_ON7UqTPjjuv2iQwQ "Create a field mapping record to copy the field information of a parent case to the child workplace service activities or to workplace item-related tasks. Skip the process of re-entering the same details of a parent case to a child case by using field mapping records.") * [Configure an escalation rule](https://servicenow-prod.fluidtopics.net/vAZqZ~RQsK9tUsbwmoSg~w "Escalate a workplace case to the relevant assignment group by using an escalation rule.") * [Add Fulfillment instructions](https://servicenow-prod.fluidtopics.net/oQubNh6VoU6aF9mgVhgOsA "Provide instructions to workplace agents on how to fulfill a workplace case. Add instructions for new workplace agents and for complicated workplace cases.") * [Group similar workplace cases under a parent case](https://servicenow-prod.fluidtopics.net/cHR9_XOaV9JEx7uC1oIHNQ "Categorize cases that have similar issues and that require the same resolution under a single parent case. Reduce the time spent on resolving multiple workplace cases.")