Popular Items widget in Service Portal showing duplicate items

Record Producer was used to create RITM records

Record producer was originally used to submit RITM records and then the functionality changed to create some other table records.

The data for the popular items widget is obtained from a count of tables,

1. Request Item (sc_req_item)

2. Item Produced Records (sc_item_produced_record)

Additional Information

Record Producer is not supposed to be used for RITM tables,


To ensure that standard service catalog processes are followed, such as initiating workflows as expected, do not create requested item records from record producers. Instead, create requested item using catalog items.


Record Producer

Article Information

Last Updated:2019-05-21 11:49:03