Re-submit a catalog item on service Portal

JahnaviC
Tera Contributor

4 weeks ago

I have two use case:

Use Case 1:  The end user should be able to re-submit the same catalog item if the approver wants some edits on the page.

Use Case 2: Need two forms on a single page, for example the page 1 is filled by end user and is sent the approval, the approver would verify the 1st form and fill in the 2nd form. Initially the end user will not be able to see the 2nd form until it's filled by the approver. But the end user might not have ITIL role so I will have to look for a solution when they can edit the 1st form and only view the 2nd form.

0 Helpfuls
  • 199 Views
1 REPLY 1

nityabans27
Tera Sage

4 weeks ago

Hi @JahnaviC,

Use Case 1: End user can resubmit a catalog item after approver requests edits

Solution:

  1. Enable the “Requested Item” (sc_req_item) or catalog task to go back to the user for edits:

    • Use the “Requested Item Resubmission” feature (OOB if available) or

    • Add a UI Action / Flow that sets the RITM state to “Pending User Input” when approver requests edits.

  2. The end user can then open the catalog item and modify the fields, then resubmit.

  3. Ensure the workflow supports resubmission without creating duplicate RITMs.

Implementation options:

  • Flow Designer: Add a “Send back for edits” step for approvers.

  • Use RITM state or custom flag to allow only edits, not new submissions.

Use Case 2: Two forms on a single page, visible/editable by different roles

Solution:

  1. Use a Service Portal or Custom UI Page with two sections/forms:

    • Form 1: Filled by end user.

    • Form 2: Filled by approver.

  2. Control visibility via role-based or state-based logic:

    • End user: Can edit Form 1, only view Form 2 after approver fills it.

    • Approver: Can edit Form 2.

    • Use ACLs or UI Policies to restrict fields based on role and/or record state.

  3. Flow:

    • End user submits Form 1 → approval workflow triggers.

    • Approver completes Form 2 → Form 2 becomes read-only for end user.

Implementation options:

  • Catalog Item with multiple variable sets and read-only conditions.

  • Service Portal widget: Conditionally render forms based on role and record state.

  • ACLs: Ensure end user can view Form 2 but not edit.

✅ Key points:

  • Use workflow or flow designer to manage resubmissions and approvals.

  • Use UI Policies / ACLs / Conditional rendering to manage visibility and edit rights for multi-role forms.

If you find my answer helpful then please accept it as solution and mark it helpful.