Catalog Item - Ticket Content Update After Form Submission

[AbhimuktaB]

We have a need for a user to come back and update a ticket content after a form is submitted. 
Requirement: Mr. X wants to buy an SSL Certificate

Step 1: Mr. X Fills up a Catalog Item (form) and Submits --> Ticket XY123 is created

Step 2: Support Team Provides a Quotation to Mr. X 

Step 3: Mr. X spends a week getting a Purchase Order approved

Step 4: Mr. X attaches the Purchase Order to the Ticket 

• Can we enable the form again in the Portal for Mr. X to enter the Purchase Order Number, instead of him typing it directly? To ensure we allow a valid input referring a CMDB table data?
• If we cannot enable the form again, what other way can we achieve this?

Step 5: Support Team buys the SSL Certificate --> Ticket XY123 is closed

[Singha8]

Hi @AbhimuktaB , 

Once a user submits a catalog item form, it cannot be reopened for edits. However, there are alternative ways to allow users to add the Purchase Order Number to the existing request (ticket).

1. Add an Editable Field on the RITM or Task (Recommended)

Add a new field (e.g., "Purchase Order Number") to the Requested Item (RITM) or a Catalog Task.

Configure this field to be editable from the Service Portal, so the user can update the PO Number later.

2. Use a Reference Field Instead of Manual Entry

Instead of letting the user type the PO Number manually, add a reference field that pulls values from the CMDB or PO table.

This ensures that the user selects a valid PO Number instead of entering incorrect data.

3. Create a Record Producer for PO Submission

If reopening the original form is not possible, create a separate Record Producer that allows users to submit the PO Number.

This Record Producer can update the existing RITM or Change Request via a Scripted Action or Flow Designer.

4.Use a Flow Designer or Business Rule to Handle Updates

A Business Rule or Flow Designer action can be used to automatically update the ticket when the user submits the PO Number.

Hope this helps! Let me know if you need more details. If this answer is helpful, please mark it as helpful so others can benefit too!

Thank you,

Ananya.