Hi Snow Enthusiasts,
I believed this would be oob but not the case.
The Case : After submitting a catalog item from the portal, user can navigate to 'My Requests' option in our portal and see a list of RITMs from where user would choose a certain item to see the details or the progress.
The Issue : After opening a RITM user is able to see all the fields of the RITM available on the ess view. But cannot see the variable editor or the case details or we say the catalog item form variables (as entered by the user and submitted).
The Proof : Please see the screenshots
-- In Service Portal. view=ess. Only the section label is shown.
-- In native. view=ess
The Methods applied :
- Tried by keeping the variable editor in all the views
- Tried by removing the case details section and keep the variable editor directly on to RITM
- Looked upon all UI Policies and client scripts which might be hiding the variable editor. None of that kind.
The Info :
- Widget used for form rendering = clone of widget-form
- Portal is a cloned and then customized version of OOB portal.
The Question : Please guide me on what is exactly missing or what new can be introduced (may be in the widget) to incorporate the variable editor details.
Many Thanks,
Arnab
Hi arnabwa,
Unfortunately, there isn't much you can do to change the OOTB widgets short of heavy duty editing of the widget itself. What I've done is use the simple list widget to present the user's requested items. When the user opens a particular RITM, the variables are shown under options. This screen shot is from our dev instance where there is only one variable Serial Number.
We also have the Requests drop down on the top menu bar. That does show all RITMs for the request and each RITM is a link to that record. This method doesn't show as much data as you have in your screen shot. We've taken the approach that end users don't need the minute details, especially not who is responsible for a given task, etc.
Our fulfillers access the details through the traditional interface.
Hope that helps.
:{)
Helpful and Correct tags are appreciated and help others to find information faster
Hi johnfeist,
Thanks for your inputs. I was able to bring the side widgets to show up the case details just beside the RITM form. Like this :
This should be acceptable for our customer. I will have to showcase this. though I was still looking for the variable editor on the form itself.
Appreciate your help.
Many Thanks,
Arnab
