Filtering Request Items Based on Catalog Item, ITIL Role .

[SantushtS]

Hi  All,

How can I filter the Request Item table in ServiceNow to retrieve request items associated with a specific catalog item, for users who are members of certain groups and have an ITIL role assigned, and were generated through the Service Portal?

Thanks,

Santusht

[Shivalika]

Hello @SantushtS 

Yes, in the "assignment group" filter you need to add "is Dynamic" - one of my groups. Then the user will only be able to see the items which are of his groups, and for other conditions it's already described in above answers - you can dot walk to roles - for ITIL, Item field for specific item. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway,

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[SantushtS]

Hi  @Shivalika,

Thanks for your response

I can apply the filter on the table, but I need to implement it in such a way that users with the ITIL role will directly see the RITM associated with the specific catalog item on the backend

[Shivalika]

Hello @SantushtS 

Then you need to create a "Query Business Rule".

In the Scripted part pass - current.addEncodedQuery() 

With the parameters pass the filter string you obtain after putting these filters in the table. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway,

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Ankur Bawiskar]

@SantushtS 

for filtering you can use 2 ways

1) create a left nav module with sysparm_fixed_query=<your query>, with this users cannot remove the filter

OR

2) create a query business rule on RITM table with your conditions

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

[Kieran Anson]

You'll need a database view.

However, what is the goal of this, what is the data being used for? If you can explain the purpose of the information there might be a better solution