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sparkles
Tera Contributor

4 hours ago

Hi,

 

I hope someone can help me with my question.

I created catalog item (record producer type) the business wants to give the submitter access to edit their request after submitting (more so update some fields where their answer at the time they submitted were unknown) the field it self has 3 choices (yes, no and unknow) . They want to give the submitter same view as the fulfiller view through the portal. 

The process: if user has "unknow" as an answer, an email reminder with the link to their request to update the answer. User should see only the fields he filled not the fulfiller comment or any action from other than himself.

 

Thanks

S

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SD_Chandan
Kilo Sage

4 hours ago

Hi @sparkles ,

To let the user update their request, you can send them a reminder email with a link to their RITM. Give the requester permission to edit only the specific fields they filled (like the one marked “unknown”).
Use ACL/UI Policy so they don’t see fulfiller comments or internal info. Basically, requester gets a clean edit view, fulfiller keeps the full view


Thank you
Chandan
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MaxMixali
Tera Guru

13m ago

User submits request with "Unknown" answers ↓ System sends email reminder with portal link ↓ User clicks link → Opens in Service Portal ↓ User sees ONLY their original fields (no fulfiller fields) ↓ User updates "Unknown" to "Yes" or "No" ↓ Request updated → Email reminders stop

 

 

 

 

 

I hope that this can help: 

. Abilita Modifica Richieste

System Properties:

  • glide.sc.allow_requesters_to_update_items = true

2. Configura Visibilità Campi con UI Policy

System UI > UI Policies > New

 
 
Nome: Nascondi Campi FulfillerTabella: sc_req_itemCondizione: Utente NON ha ruolo "itil"
UI Policy Actions - NASCONDI questi campi:☐ work_notes☐ comments  ☐ assignment_group☐ assigned_to
UI Policy Actions - MOSTRA solo:☑ number (sola lettura)☑ state (sola lettura)☑ i tuoi campi con "Unknown"

3. Configura Sicurezza (ACL)

System Security > Access Control

ACL Record (write):

 
 
Tabella: sc_req_itemOperazione: writeCondizione: opened_by = utente corrente           E state != Closed

ACL Campi (work_notes, comments):

 
 
Tipo: sc_req_item.work_notesOperazione: writeRuolo richiesto: itil

4. Rendi Variabili Modificabili

Service Catalog > Mantieni Items > [Tuo Item]

Per ogni variabile:

  • ☑ Editable on order
  • Write roles: vuoto

5. Crea Notifica Email

System Notification > Email > Notifications > New

 
 
Tabella: sc_req_itemQuando inviare: UpdateCondizioni: Variables.campo = "Unknown" E State != ClosedDestinatario: Opened by
Oggetto:Aggiorna la tua richiesta ${number}
Corpo Email:──────────────────────────────────Ciao ${opened_by.first_name},
La tua richiesta ${number} ha risposte "Unknown".
Clicca per aggiornare:https://ISTANZA.service-now.com/sp?id=ticket&table=sc_req_item&sys_id=${sys_id}
Campi da aggiornare:- Domanda 1: ${variables.domanda_1}- Domanda 2: ${variables.domanda_2}- Domanda 3: ${variables.domanda_3}
Grazie!──────────────────────────────────

(Sostituisci ISTANZA con il nome della tua istanza)

Workflow Automatico (Opzionale)

Workflow > Workflow Editor > New

 
 
Flusso:┌──────────┐│  Start   │└────┬─────┘     │     ▼┌─────────────────┐│ If: Campo =     ││    "Unknown"?   │└────┬──────┬─────┘     │ Sì   │ No → End     ▼      ┌──────────┐│ Wait     ││ 1 giorno │└────┬─────┘     │     ▼┌──────────────┐│ Invia Email  ││ Promemoria   │└──────────────┘

 

 

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