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

[MIcheleWilliams]

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?

[Matthew_13]

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 🙂

[MIcheleWilliams]

If the landing page after submitting a catalog item is changed to the RITM from the REQ, is that a universal change that impacts all users submitting catalog items or can this update

apply for specified users/groups?

[Matthew_13]

Hi there

 From what I’ve seen in the latest ServiceNow builds, this behavior is still global.

If you change the post-submission landing page so users are redirected to the RITM instead of the REQ, that change applies to everyone submitting catalog items. There isn’t an OOTB way to make that redirect conditional based on user, role, or group.

The redirect logic is controlled by platform/portal behavior and system properties, not user context, so it can’t be scoped to specific audiences.

If you need different behavior for different users or groups, the only way to do that is through customization, typically:

• Modifying or cloning the Service Portal / Employee Center catalog submission widget, or

• Implementing a custom redirect after submission that checks user roles or group membership.

OOTB, though—even on the latest build—the REQ vs RITM landing page setting is universal, not user- or group-specific.

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

[Ankur Bawiskar]

@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

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