Is there a way to update Pending RITM request from the ServicePortal

[Peter Williams]

Good Day everyone,

i would like to see if there is anyway to have the users work 100% from the ServicePortal.

Meaning, the users would submit RITM request from the portal and if changes or updates are needed for the Pending RITM request they can go into the portal and make updates to it

[OlaN]

Hi,

Possible yeah sure. Good idea, maybe not.

I guess it depends on how the changes they should be able to do would affect the RITM.

Some things should not be changed after a RITM is submitted, because maybe those changes would have the RITM take another route on approvals and such.

OOB the users can comment on the RITM through the portal, is that not enough?

[Peter Williams]

ideally No, for example, if they forgot to add a value or need to make change to a value they previously submitted would be good.

at the moment they are doing this in the Instance but i would like a one-stop-shop for users to update and submit request

[OlaN]

Forgetting to add a value should be remediated by setting fields to mandatory before submitting.

As to changing variables/values I would still lean to, no don't do it.

Consider how the process of requesting something is set up.

You order something, by filling out a form.
Then approvals (if any) is executed and granted to move the process forward.

Then maybe purchases are made to fulfill the request (order missing parts etc).

Then maybe some configuration is done, and finally some form of delivery is made of the requested item and the process is completed.

If you were to change something in between the start and finish, maybe it would not get approved, or perhaps other things would need to be purchased, or perhaps the purchase would no longer be necessary.

All changes might affect the process of the requested item, and should not be taken lightly.