How OOB short description of RITM is populated

[BijoyDeb]

HI all,

we have one catalog item and if I submit it, the short description of RITM is auto populated with short description of Catalog item.

I want to understand how thats OOB done in backend. Because I need to update this short description of RITM for this catalog item as same as catalog task's short description.

I do not want to write a BR just for this one item, so please let me know how short descriptions of RITM are set OOB

Thanks,2

[Uncle Rob · Accepted solution]

As a rule, I don't mess with OOB rules....
BUT I DO disagree with them, and override them.

For the past 15 years I just make the first step of my workflows adjust the RITM Short Descriptions.
I do this for each unique case because each item deserves it.
Maximize the info in the short description for each service.
I do that by leveraging the variables unique to each catalog item.

"AppXYZ access for John Doe needed for Jan 15"
"Badge access for ServerRoom123"

[Juhi Poddar]

Hello @BijoyDeb 

Modifying OOTB (out-of-the-box) flows or scripts directly is generally not recommended because it can lead to issues during future upgrades, potentially break other processes, and make maintenance harder. Instead, it's better to create custom flows or business rules that meet your specific needs without affecting core functionality. By doing this, you ensure your changes are upgrade-safe and don't disrupt other processes.

"If you found my answer helpful, please like and mark it as an "accepted solution". It helps future readers to locate the solution easily and supports the community!"

Thank You
Juhi Poddar

[Uncle Rob · Accepted solution]

As a rule, I don't mess with OOB rules....
BUT I DO disagree with them, and override them.

For the past 15 years I just make the first step of my workflows adjust the RITM Short Descriptions.
I do this for each unique case because each item deserves it.
Maximize the info in the short description for each service.
I do that by leveraging the variables unique to each catalog item.

"AppXYZ access for John Doe needed for Jan 15"
"Badge access for ServerRoom123"

[Runjay Patel · Accepted solution]

HI @BijoyDeb ,

The behavior is typically controlled by the Service Catalog Item’s record producer or catalog item workflows.

In the Service Catalog Item form, the short_description is a field available for customization. When a user selects a catalog item and submits it, a record is created in the sc_req_item table (RITM). The field short_description in the RITM is set to the same value as the short_description in the Catalog Item by default and it is controlled by ServiceNow backend code(Java) which we dont have access to modify. So using configuration it is not possible.

In your use case i would suggest you to write flow to set the short description.

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[Runjay Patel]

Hi @BijoyDeb 

Thank you for marking my solution as helpful! If my answer addressed your query, feel free to accept it to help others in the community benefit as well.