Editable Access for End Users on RITM Variables in Service Portal

[Sirri]

Hi All,

I have a scenario where I want RITM variables to be editable when the RITM state is “Refer Back.”

Context

• Channel: Service Portal (custom widget rendering variables)
• What I did:
  • In the widget, I check if the RITM state is “Refer Back.” If true, I enable editing on the variables.
  • I have not restricted editing by any specific role inside the widget.
• Current behavior:
  • ITIL users/admins can edit variables when RITM is in “Refer Back.”
  • End users (requesters) see variables read-only—they cannot edit.

Question

How can I allow the end user (requester) to edit the RITM variables in Service Portal only when the RITM state is “Refer Back”?

Thank you

[Dr Atul G- LNG]

Hi @Sirri 

It may look easy, but it’s actually not. The reason is that this isn’t the first time the user is updating the RITM — it could be the second or third time. This means that on the portal, you would need to build logic to make the RITM editable for the end user. Additionally, this might require access at the RITM level rather than the item level, so the user would need proper permissions to make changes.

Furthermore, depending on certain variables, there may be flows or conditions already running based on those variables. Sending the RITM back to the user for further edits could create significant technical debt. If the user needs to update the RITM multiple times, it could also trigger approval processes repeatedly.

It’s important to carefully consider these implications before proceeding with this approach.”

[Ankur Bawiskar]

@Sirri 

I won't recommend end user to allow updating RITM variables as they are important aspect in service catalog request

There would be flows/workflows accessing those variables and if your end users update after ordering it might impact

Tables involved for RITM variables
-> sc_req_item
-> sc_item_option_mtom
-> sc_item_option

To handle your requirement

-> create RITM.Variables WRITE ACL and add role (snc_internal)

Variable Editor on RITM is Read Only after upgrade to San Diego or Tokyo 

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