Helping getting Configuration Item for RITM to populate

[Wendy Peterson]

I'm trying to get the configuration_item to populate in a Request Item - see screenshot it will only populate for me. When i try it as a ITIL User or a Non Role user won't populate. I even put write on that field thinking that would help and didn't any ideas???

[Jim Coyne]

How are you collecting then populating the CI info? In a workflow? If so, is it published yet?

[Wendy Peterson]

The CI info comes from a variable on the Service Request. I have it pointing to our Desktop Software Configuration items. They can see any that i have a check box that they can request. THat value populates across for me for them it will by pass the RITM configuration item but will populate the cmdb_ci value in the task. makes no sense to me

[Jim Coyne]

So other users are able to select the CI when ordering the item, but that variable value is not transferred to the Configuration item field on the RITM record, but it does on the tasks - is that correct?

How are you moving the data from the variable into the field? I'm assuming through a workflow - is that workflow published? If not, then it will act the way it is now - whoever is editing the workflow will have the newer, unpublished one run on their ordered items, but the currently published one will still run for everyone else. Maybe that is why you are seeing the discrepancy?

[Wendy Peterson]

Correct - They can select it and it copies over on a TASK but not on the RITM which I have to have it search before the Tasks are created cause depending on the Software some need a license and some don't. When I create a Request it copies over but when I try to do it as Anyone else it doesn't. I even went so far as completely opening up that field with ACL's but that didn't work either. They could select something on that field once it was created but not copy it over from the RITM

The Variable that they pick is a Reference Field pointing to the Desktop Software - I created a field "Can Request" and it's using that. So if they can Request this type of software it shows up in the list for them to select. If they can't request it then it doesn't show up in the list. They can pick from the list just fine.