How can we add standard action button for 'Requests' in ESC page.

[ayushmaan_b]

Hi Community,

I have a requirement here where we are trying to customize the ESC page.  From an end user perspective, we have configured 'My request' widget which would show them action drop downs (As attached).

Similarly, we are planning to do it for sc_req_items ( RITMS) where user should have action button with these two states like : Reopen, Cancel.

For incidents earlier we could do it easily by making use of existing widget 'Incident Standard Ticket Actions' and its related incidentUTILS and SNC script includes.

How can we do it or Can we really do this customization.

Thanks for your help and patience.

[Dr Atul G- LNG]

Hi @ayushmaan_b 

As a BPC, I would not recommend implementing this at the REQ level. Here's why:

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🔹 Key Concerns:

1. REQ vs Incident Behavior:

   • In Incident, it's easy to manage because there's typically a single record involved.

   • In REQ, you’re dealing with multiple records — a REQ, its RITMs, and multiple Tasks under each RITM.

2. End User Visibility:

   • End users don’t know where the request is stuck — they can only see the status at the REQ/RITM level, not at the Task level.

   • If we give them a "Cancel" button at the REQ level, how does the system determine what exactly needs to be canceled?

3. Impact on Fulfillment and Data Integrity:

   • These records are often fragile, and some may already have work in progress or completed.

   • What happens to the actual work done so far? How do you roll that back?

4. REQs Can't Be Reopened:

   • In ServiceNow, once a REQ is closed, it cannot be reopened — you'd need to create a new one.

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📌 Example Scenario:

Let’s say a user requests a laptop. The REQ and RITM are generated, approvals are completed, and the fulfillment process begins.
There are 10 tasks to be completed before the laptop is delivered.

If the user isn’t sure where the request is stuck and clicks "Cancel" at the REQ level:

• It could cancel everything — even though 8 out of 10 tasks are already completed.

• How will the system roll back or undo the progress for the previous 8 tasks?

• This can cause major disruption and data inconsistencies.

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🔍 Final Thoughts:

We need to think practically before introducing such a high-impact customization.
It's not just about UI — it involves business logic, data integrity, fulfillment processes, and could introduce technical debt.

Let’s explore safer alternatives or define a more granular cancellation workflow if truly needed.