Best way to request a catalog item for someone else in portal?

Chris Sanford1 · ‎11-02-2018

We have a requirement that users are able to request a catalog item on someone else's behalf. The particular challenges we have are that it has to work on service portal, and we are using domain separation so the domain of the REQ, RITMs, and TASKs all need to be set based on the domain of who the item was requested for.

I have seen the following thread:

https://community.servicenow.com/community?id=community_question&sys_id=84e34fa5dbd8dbc01dcaf3231f96...

However, their solutions do not meet my requirements, as they are not portal compatible to my knowledge. Any thoughts on the best way to do this?

SanjivMeher · ‎11-02-2018

Async is required, because there is a delay between request and requested item. So Async will give time for both to be created. You can add the conditions back, if you have right condition. So the condition in your previous screenshot looks good to me.

This will not impact the upgrade. Because it is a custom script and I don't think you are doing anything wrong, as long as you are not adding a wrong company and wrong assignments who are not part of that domain.

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SanjivMeher · ‎11-02-2018

I think you can have a variable Requested For created on every catalog. And add a Business Rule on Request table to populate the domain of the user to the corresponding request, item and task.

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Chris Sanford1 · ‎11-02-2018

Ok, that is kind of what I was thinking. I actually got it to work for setting the request's domain, but the RITM and TASKs are still not working.

My REQ business rule is before insert or update when requested for changes, it updates the domain. That worked, then I try creating a RITM business rule before insert or update, and I have tried the condition "request changes" as well as "request.requested for changes". Neither seem to work as the domain is still based on the user who actually created the request and the business rules seem to not even run when I order a new item. Any ideas?

SanjivMeher · ‎11-02-2018

Remove the condition from the BR and also convert it to an async business rule.

This rule should run always if domain doesnt match the request for's domain.

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Chris Sanford1 · ‎11-02-2018

Thanks, that sounded like a great idea but it is still not working. Here are screenshots of my business rule:

Any ideas?