Can a variable on a catalog request be prompted to be updated later?

[Bidduam]

So here is what I'd like to be able to do:

A manager creates a request via a catalog item to get a desk move done, they put in a date for the move to happen, however this date is likely to change closer to the day of the move (unfortunately it's just the way it is for us).

So what I'm wanting to do if possible is to have a step in a flow (or however else would be best if possible) for a pop up or something that will ask for the confirmed date and update and move on with the flow.

Anyone got Ideas?

[Allen Andreas]

Hello,

Ask who...to confirm the date?

Once the catalog item has been submitted, only your fulfillers will have access to the variables and can change them, etc. (ideally, you'd create a catalog task as part of the flow, assign the variables from this catalog item to it as well in the task settings).

For your pop-up idea...they would have to open the record...to see the pop-up...so if they don't open it...they don't see the pop-up.

So to the overall point, are you wanting the manager to update you on the date? Are you wanting the fulfiller to get a pop-up of the date and figure it out from the manager via communication/comments?

What is the full process you're thinking of?

[Bidduam]

Hi @Allen Andreas , good questions - yes sorry I am talking about the fulfillers updating the date, it is their job to check the date of the move and confirm it and experience shows that the original date and the actual date is generally different, so yeah the fulfiller needs to update the date, but I'd like a specific field updated so I can use it in notifications and the like, rather than just a comment in a task.

The fulfiller will contact the manager and ask for the confirmed date and the fulfiller would need to update it.

I am looking to always have a task created from the RITM record to have the update and work done

[Bidduam]

Anyone have any ideas for this? I'd like to prompt for a particular variable field to be updated on a particular catalog task when a Service Desk person updates the task.

[Allen Andreas · Accepted solution]

Hi,

In the workflow/flow, you can add a step to create a task. You can then choose the variable(s) from your catalog item to to show on that task. Fulfillers can then update that field as needed. All of that is base functionality. As far as a prompt, you can create a catalog client script on this particular catalog item and select that it's effective on the catalog task and use that to remind the fulfiller to confirm the date. Keep in mind that comments at the task level aren't visible to the end-user who only sees things at the request item level. So you'd either need to have the fulfiller go to the RITM record and leave the comment to the end-user or pass those comments from the task up to the RITM so that the end-user sees it (if this is all driven by the fulfiller following up with the user).