EC portal

[Nikita50]

How to show REQ, RITM and TASK details associated with the request submitted by a user on EC portal for both ITIL and end users?

[Ankur Bawiskar]

@Nikita50 

why for itil users? itil users are the agents working on those?

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

[Dr Atul G- LNG]

Hi @Nikita50 

I'm not sure why you would want to show the task to the end user or even the ITIL user on the Portal. The portal is built for end users, and it’s never a good practice to show tasks associated with the RITM or REQ. The reason is that even if you show tasks, it doesn’t serve any purpose for the end user. For ITIL users, the task view or workspace is the best place to view these, not the portal. So, I recommend not implementing these changes to avoid increasing technical debt.

[Nikita50]

Thank you Atul. as per end users, enough details are not available on portal to have clarity about their REQ, so they want us to add additional details like RITM and tasks related to those requests.

[Dr Atul G- LNG]

Hi @Nikita50 

REQ and RITM are available, but tasks are not, and that’s expected. Let me give you an example:

You order a laptop from the EC portal, and you get an email saying the laptop will be ready by April 7th. In the backend, there are tasks like checking inventory—do you think the end user needs to know about the company’s inventory?

The second task, laptop imaging—do you want to know who is doing the imaging of the laptop as an end user?

I’m sure the answer is no. That’s why tasks are not shown to the end user—they serve no purpose to them. Before approval, it’s fine, but after that, it’s all backend work. No one wants to see how or who is working on tasks in the backend. Otherwise, end users might start messing with the assignments or assigned groups.