How to allow a user to update some variables on their submitted request from the service portal?

[Eileen Hessmill]

After a request is submitted, the requester receives a notification with a link to take them to the Portal view of their request which lists all of the variables. How can we allow the user to change a variable value that would update the ritm?

How to make the Requested for variable on the portal view editable?

[Jeremy Duncan]

So, there is a best practice answer and a theoretical "is it possible answer" :).

Best practice is that once a RITM is ordered, any variable changes COULD possibly require workflow to change, therefore variables shouldn't be changed.

Theoretical answer: However, if this isn't the case, you can (in NY), display the "Form" widget on the Ticket Form page to show the actual form with its variables. You would have to ensure that other fields are not editable by the end user before implementing this solution.

Widget

Ticket Form with Widget

Please mark as helpful and/or resolved if this helped/resolved your issue.

Best!

Jeremy Duncan

Platform Architect

[Eileen Hessmill]

That's my aim, and I think I can accomplish it by updating the LINK URL on the email template to include id=form rather than id=ticket. Now I have to figure out how to lock down the fields/variables presented to the user in the form. ACLs I suppose.

Thanks for your reply, Jeremy!

Eileen