How to update the existing Requested Item

shaik_irfan · ‎09-30-2020

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 · ‎09-30-2020

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.

Please mark this response as correct or helpful if it assisted you with your question.

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shaik_irfan · ‎09-30-2020

@asifnoor

I did not understand the second option can you please help me little bit more ?

asifnoor · ‎09-30-2020

Hi,

I think providing edit to existing RITM might not be safe approach. So best to create new RITM with the new item and link that to existing request.

So have a separate cat item which says Edit your Order something where they can select the existing request and then select the item that they want to order.

On Submit, create a new ritm and link to existing request. Do not create a new request.

This requires lot of customizations. Better to just cancel and recreate a complete new request.