Disabling order now button for the agent

[is_12]

Hello Community !..

When agent is ordering the item from configurable workspace then write a logic as follows. On change of primary contact, fetch the primary contact's account and then go to RITM table and check for the catalog item and the account fetched from primary contact. If there is an existing record then restrict the agent from ordering and also display the alert message "You are not allowed to order as there is an existing request for this customer"

already there is a UC for controlling the visibility for the items for customer.

Thanks,

 

[SumanthDosapati · Accepted solution]

@is_12 

Try below approach.

1. Write an onChange client script on primary contact as below"
   

   function onChange(control, oldValue, newValue, isLoading) {
       if (isLoading || newValue == '') {
           return;
       }
   
       // Call GlideAjax to check existing RITMs
       var ga = new GlideAjax('CheckUserRITMs');
       ga.addParam('sysparm_name', 'hasExistingRITM');
       ga.addParam('sysparm_user_id', newValue);
       ga.addParam('sysparm_catalog_item', g_form.getUniqueValue()); // catalog item sys_id
       ga.getXMLAnswer(function(response) {
           if (response == 'true') {
               g_form.showFieldMsg('primary_contact', 'This user has already requested this item.', 'error'); //check field name
           } else {
               g_form.hideFieldMsg('primary_contact', true); //check field name
           }
       });
   }
   ​

2. Write a New Client callable script include as below
   Name: CheckUserRITMs
   Accessible from: All application scopes
   Client Callable: True
   

   var CheckUserRITMs = Class.create();
   CheckUserRITMs.prototype = Object.extendsObject(AbstractAjaxProcessor, {
       
       hasExistingRITM: function() {
           var userId = this.getParameter('sysparm_user_id');
           var catalogItemId = this.getParameter('sysparm_catalog_item');
   
           if (!userId || !catalogItemId) {
               return 'false';
           }
   
           var ritmGR = new GlideRecord('sc_req_item');
           ritmGR.addQuery('cat_item', catalogItemId);
           ritmGR.addQuery('u_primary_contact', userId); // replace with actual field name if different
           ritmGR.query();
   
           if (ritmGR.hasNext()) {
               return 'true';
           }
   
           return 'false';
       }
   
   });
   

This will show an error message at the field level and also user cannot submit even if they click the order button.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

[SumanthDosapati]

@is_12 

Can you share a screenshot of where exactly the agent is ordering?

Regards,

Sumanth

[is_12]

@SumanthDosapati,

in CSM workspace

Thanks

[SumanthDosapati]

@is_12 

You can write an onChange client script on Primary contact field to check any existing requests and then show the error message.

To restrict submission, you need to write an onSubmit client script.

Let me know if you need help with the script.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

[Ankur Bawiskar]

@is_12 

how are the agents ordering from workspace? share screenshots? are they clicking on OOTB "Create Request" button from incident?

so are you saying there is already 1 user criteria to that catalog item but it's not hiding when they navigate here?

share some more details

If my response helped please mark it correct and close the thread so that it benefits future readers.