How to show RITM after submitting a service request instead of REQ ?

[Akhil Pendem]

We've built 3 customer service portals and each portal has it's own separated pages.
One of the portals has the following requirement:
"After submitting a service request, show RITM instead of REQ ticket" ( we do not generate multiple RITMs for a REQ)

We've followed the following thread from Community:
https://community.servicenow.com/community?id=community_question&sys_id=f0414fe5db98dbc01dcaf3231f96...

But the above solution is not working.
After clicking on "Submit Request", the page is frozen and showing the message "submitting ..." under "Submit" button, but a request is created in the instance.

Thank you in advance
- Akhil Pendem

[Omkar Mone]

Hi 

Maybe req is bound of any approval which is why RITM is not getting generated ?

Check it once.

Mark correct if it helps.

Regards,

Omkar Mone

www.dxsherpa.com

[Akhil Pendem]

Hi Omkar,

Thanks for the response.

I think this "we do not generate multiple RITMs for a REQ" confused the scenario. Sorry about the confusion.

After submitting a service request, the next page that loads is something like this "?id={page}&is_new_order=true&table={table}&sys_id={sys_id}" , where page is "sc_request" when table is "sc_request" and page is "ticket" when catalog item is a Record Producer.

Here comes the requirement:
After submitting the request (not a record producer), instead of showing "sc_request" page with newly created REQ, we need to land on a different page to show the RITM that's created.

Instance: Kingston

Reproduction steps:

Please log into the portal and open the catalog and select any catalog item which is not a record producer and click submit.

[TJ Sandor]

Have you had any luck? We are having the exact same issue. 

We had it working in the older version (pre Jakarta I think) of a customized SC Catalog Item widget. Now I can't get it to redirect in the newest version of SC_Catalog Item (as of London).

[Akhil Pendem]

Hi TJ Sorry about the delayed response. We didn’t complete that development. And “page route maps” under service portal could be useful to route from one page to another in a portal. Akhil