Ordering catalog item for multiple users

[RamSagar]

Hi,

We are using two step checkout process and we want to order the catalog item to multiple user at once.

The issue is we are setting the requested for in the Request table in the workflow and same is populating in the RITM which is working fine in ordering single catalog item.

But when we are ordering for multiple users , the requested for is same for all the RITM's which is incorrect.

So we want to populate the requested for based on the variables in the catalog in RITM , when ordering for multiple users.

Thanks,
Ram

[Chuck Tomasi]

Hi Ramu,

It sounds like someone has made some changes since requested for is not a standard part of the request item table. It could also be that you are simply displaying the request's requested for field on the form by dot-walking.

If you want to create a new requested for field on RITM (or modify the existing one, if it truly exists on the table.) You will need to do this via script. I recommend a before business rule on the RITM table that takes the value of the variable you set and save that to the appropriate requested for field. The heart of it will look something like this:

current.u_requested_for = current.variables.requested_for;

[Vijay Talupula]

ctomasi,

I am not sure whether I am asking the right question but wanted to check with you before proceeding on this since I am also running this same situation at present. Creating a custom field "Requested For" on RITM table is a best practice or good idea?

Awaiting on your reply

[Chuck Tomasi]

Hi Vijay,

Since all RITMs have a parent REQ, I don't see a big need for the same information on RITM when you can dot-walk to it on the form, script. etc.

What about source of authority when you have two different fields in that data structure, what would happen if someone changed the value of sc_req_item.u_requested_for (your field) and it had a different value than sc_request.requested_for? Which one is authoritative? You need a manager's approval on a workflow? Which do you choose? Yikes!

[Vijay Talupula]

Hi ctomasi,

Thanks for your response, I agree with you but the below is my understanding about the Ideal working scenarios of Service Catalog management in ServiceNow. I have also mentioned the scenario in which we are facing an issue currently. Could you please validate the below and direct me on the right path??

Scenario 1:   Requested For is Populating as expected on REQ Form.

1. One REQ > ONE RITM for logged in User --> Possible in Default One-Step Checkout Process.
2. One REQ > ONE RITM for Other User --> Possible in Two Step Checkout But not in One Step Checkout Process.

Scenario 2:

1. One REQ > Multiple RITMs for logged in User --> Possible in Default One-Step Checkout Process.
2. One REQ > Multiple RITMs for Other User -->   Possible in Two Step Checkout But not in One Step Checkout Process.

Scenario 3: Requested For is NOT Populating as expected on REQ Form.

1. One REQ > Multiple RITMs > Each RITM for different Users --> Here is the ISSUE since Requested For is not Populating as expected on REQ Form — Is it expected scenario? If NO, how to overcome this?

Scenario 4: How the scenarios 1, 2, 3 are applicable for "Save as Bundle" in Service Portal? (Only one step checkout exists for catalog items and the shopping cart has "Requested For" field and other fields on the View Cart page.)

    A. Scenario 1 & 2 are working fine but the Scenario 3 is again having the same issue with "Requested For" on REQ form.