Editable catalog item from portal

[Hafsa1]

I have a requirement to have one catalog item with 30+ variables and approval. Once rejected, all variable to be editable for end user to edit the missing value again and then resubmit it for approval. Means request should not get cancelled rather it should divert to requestor. How can we achieve it?

Because in portal, once submitted, end user can't see all those variables again. 

[Mohammed Al-Mar]

Hi Hafsa, in short, it’s not possible directly. Once the catalog item is submitted, it creates a request item RITM.

For internal users, you can allow them to edit the RITM form. However, for external users, you’ll need to create a custom widget that includes all the variables they need to update on the RITM page (My Requests), ensuring any changes are reflected in the RITM itself.

[Hafsa1]

how internal user can edit the variable page from portal? we can see only description and worknotes

[Mohammed Al-Mar · Accepted solution]

Internal users:
Internal uses should be allowed to access their request (from the ServiceNow Back Office) and modifying  them based on the requirements

For external users:

The page where you can view the request is actually a portal page when you can clone it and add/create widgets based on your requirements.

1- identify the page name

2- locate the page

3- clone the page

After cloning a page, it’s best to make your changes on the cloned version rather than modifying the Out-of-the-Box (OOB) page.

For reference, you can check these resources:

• ServiceNow Pages Documentation
• Service Portal Widgets Documentation

Personally, I do not recommend cloning or modifying the default ticket page. Instead, it’s better to create a new page tailored to your requirements and direct users to that page for RITM amendments.
you may add the link to that page in the ticket page, based on the RITM catalog item.