How to update the existing Requested Item

[shaik_irfan]

Hi,

We got a requirement to update the existing service catalog item which is RITM.

Example: Yesterday i raised a Hardware request and choose Keyboard and submitted the request. It went for an approval got approved and catalog task was generated and engineer assigned to work on the request, now all of sudden user feels i also needed of Mouse so what our customer want is have an variable called new or existing if they choose and ritm and choose mouse and submit then it should update the existing RITM with the variables values selected and restart the same process again.
Can anyone please suggest the best possible ways to do this ?

[SanjivMeher · Accepted solution]

Out of box, there is no option to do that. But I wouldn't do a customization for it.

Instead, I would establish a process, that user must cancel the existing request and create a new request with mouse and keyboard or create a separate request for mouse. It is just like any other e-commerce website.

[sachin_namjoshi]

You should configure single catalog item which will contain options all hardware required for users

e.g mouse, keyboard, printer etc.

This should be user driven so that your catalog item provide options to user before submit.

Questions can be like below

- Do you need laptop? If yes, then show questions for related hardware like mouse, keyboard,printer etc?

- Also, your catalog item should ask individual questions to get data from user before catalog item submit?

IF they need anything after the fact, then user should create new request so that you have better tracking of the work done by IT technician.

Regards,

Sachin

[Stacy1]

You could try a rollback in the workflow.  Maybe write a script which checks that variable when the task is closed, if they indicated a mouse is needed and your script says yes, then rollback to the approvals which will start the workflow over from there.

I have used this before and it worked well.

Good luck.

Stacy

[asifnoor]

Hi

There are 2 ways

1. Cancel the existing request and create a new request with the items. But this will give you the new REQ number and RITM

2. Another option is to have a separate cat item where the user can select his existing RITM (which is not closed yet) and then select the item that the user wanted to add.

Once that is selected and submit, then restart the workflow again from the script. 

In this approach, you will have the same REQ and RITM numbers.

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