Is there any way to edit and re-submit the rejected catalog item in Service Portal?

[Aki18]

If a submitted request gets rejected, the requestor usually would like to modify the already submitted form and re-submit it without creating another (new) request.

To meet this requirement, I have been using Record Producer and custom Flow for approval status management and for making the submitted request editable, but is there any way to use Catalog Item in the same way?

*I think Catalog Item is not suitable for that kind of use case because the requestor user cannot edit the already submitted Catalog Item.

Best Regards,

Aki

[Mohith Devatte]

Hello ,

if it's a catalog item once you submit the item , it will create a RITM right ?

you can edit that RITM just like you are editing the record producer.

Hope this helps and makes sense if i understood your req correctly 

PLEASE MARK MY ANSWER CORRECT IF THIS HELPS YOU

[Ajith Sasidhara]

Hi, 

Recently, I have been working on the same concept in the service catalog and succeeded in my PDI but it is not advisable to use this case, I took it as a challenge and tried, to implement this case would affect other service request flows, 

Please note the following points which I learned from my experience

1) Trigger condition only available for request table [sc_request] insert or update.

2) For specific Catalog item you have to use the service catalog trigger option from ServiceNow core and use it as a flow in maintain catalog module.

3) In the flow created specific to a catalog item, first update the request record to set it to Requested from the Approved state.

4) Then use Ask for approval action under Do the following until action in until condition set approval field to approved. 

[Note: You have to create a custom action to delete the approval from sysapproval.approver table by using the script in custom action and use it accordingly]

5] And also update the sc_req_item form because, on the rejection of a request, the requested item will automatically move to the rejected state.

[ Warning:  Moot Approvals Upon Cancellation, Approval Events (Non-Task), Approval Events (Task), SNC - Moot user approvals for group, SNC - Run parent workflows (Unapproved) these OOB Business rules need to be changed which may affect the performance of other service requests.]

Please refer to the following image for the exact flow 

[Ajith Sasidhara]

Try this flow but you have to do scripting in a custom action to delete the approval entry in sysapproval_approver or sysapproval_group.

Remember request table has global scope any trigger condition for sc_request will affect normal service request flow so create a flow specific to catalog item by using service catalog spoke available in servicenow core.

And also change the following OOB Business rules accordingly.,

Approval Events (Task)

Approval Events (Non-Task)

SNC - Run parent workflows (Unapproved)

SNC - Moot user approvals for group

Moot Approvals Upon Cancellation.

Even service now is not recommending Looping in request table., I tried in my PDI if you once implement this flow it will affect service catalog in future.

Please mark it as helpful if this helps you.