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

[SantushtS]

Hi @Kieran Anson,

Thanks For Response

I need to implement it in such a way that Groups with the ITIL role will directly see the RITM associated with the specific catalog item on the backend.

Thanks,

Santusht

[Shivalika]

Hello @SantushtS 

Another way I just executed was to modify the module. In the Link Types - Select URL and there pass this URL with all the filters. Then the users will directly be directed to the page with all the filters we have said above. 

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=0WynLcOwN

eEISQCY

[Shivalika]

Hello @SantushtS 

Please confirm if you checked my answer. Kindly mark my answer as helpful and accept solution if it helped you in anyway, so that it can move from unsolved bucket to solved bucket. 

Regards, 

Shivalika 

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

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

[Medi C]

Hi @SantushtS ,

You can set the Filters on your sc_req_item to Assignment group = (Any group you are checking for). Or Assignment group dynamic (one of my groups).

There is no OOTB functionality to know if RITM has been generated from SP or backend.

If this is a requirements for certain catalog items, you can create a variable, populate it via a client script and hide it on these items, create a new field on the sc_req_item table. The variable should be populated with "SP" if the catalog item form is opened on Service Portal, or kept empty otherwise.  Then within your flow / workflow. You can map this value from the variable to the field on sc_req_item and you would have the information in there.