If Order Guide can you submit the catalog item and redirected to the RITM instead of the REQ

MIcheleWilliams
Tera Contributor

If you are creating an Order Guide  which has multiple RITMS, can you still submit the catalog item and have it be redirected to the RITM instead of the REQ?  When there are multiple RITMS does it land on the first RITM or does it default back to the REQ summary?

1 ACCEPTED SOLUTION

Matthew_13
Mega Sage

Hi - Great question!

 Once you’re dealing with an Order Guide that creates multiple RITMs, ServiceNow will always take the user back to the REQ, not an individual RITM.

Redirecting to a RITM only works cleanly when a single catalog item is submitted and only one RITM is generated. With an Order Guide, there isn’t a clear “primary” RITM, so the platform defaults to the request REQ summary, which shows all of the items created.

It doesn’t land on the first RITM or any specific one; it consistently goes back to the REQ. If you need a different experience, it would require custom portal logic, but OOTB this is the expected behavior.

 

@MIcheleWilliams - Please mark Accepted Solution and Thumbs Up if you found Helpful 🙂

MJG

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8 REPLIES 8

Ankur Bawiskar
Tera Patron

@MIcheleWilliams 

Even if you are able to achieve this, I won't recommend this.

An order guide is meant to generate 1 REQ and multiple RITMs so logically speaking taking them to REQ makes sense and not to particular RITM

Please inform customer about this OOTB behavior and explain them

💡 If my response helped, please mark it as correct and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
Certified Technical Architect  ||  10x ServiceNow MVP  ||  ServiceNow Community Leader

@MIcheleWilliams 

Hope you are doing good.

Did my reply answer your question?

💡 If my response helped, please mark it as correct and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
Certified Technical Architect  ||  10x ServiceNow MVP  ||  ServiceNow Community Leader

Matthew_13
Mega Sage

@MIcheleWilliams - Hopefully i help you with your question my friend?

MJG

Dr Atul G- LNG
Tera Patron

Hi @MIcheleWilliams 

It will take the user to the REQ only, and showing the RITM is not a good option. The reason is that sometimes an RITM can be dependent on another RITM, which may confuse the user. Therefore, out of the box, the REQ is shown first and set as the default.

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