Related List on a Change Record for Requested Items

[Arijit Saikia]

Hi,

I have added the OOTB related list Requested Item->Parent to the Change Record.

As an admin I can add any RITMs via the slush bucket and they get displayed on the Change record.

However, when I impersonate as the Change Manager and try to add RITMs from the slush bucket it lets me choose any RITM, but when I save I notice that the RITM with a state of Closed Complete RITMs do not get added.

[Ankur Bawiskar · Accepted solution]

@Arijit Saikia 

there are 2 things

1) if your user doesn't have write access to parent field on CHG table then you can't add RITM as parent of CHG

Ensure that user has field level write on parent field

2) You can add only 1 parent to the CHG i.e. only 1 RITM. I believe OOB it's showing Closed RITMs as well for admins, but if you want you can restrict that as well.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[J Siva]

Hi @Arijit Saikia 
As per OOB configuration, RITM record must be linked with the single Change request record(Parent).
If you are trying to link a single RITM to multiple CRQs, then the parent value will be overridden for each update.

Reagrds,
Siva

[Ankur Bawiskar · Accepted solution]

@Arijit Saikia 

there are 2 things

1) if your user doesn't have write access to parent field on CHG table then you can't add RITM as parent of CHG

Ensure that user has field level write on parent field

2) You can add only 1 parent to the CHG i.e. only 1 RITM. I believe OOB it's showing Closed RITMs as well for admins, but if you want you can restrict that as well.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Robert H · Accepted solution]

Hello @Arijit Saikia ,

Adding items to that related list will effectively update the "Parent" field of those RITM to the Change Request. The issue you have observed is due to the Change Manager not having the permissions to update a closed RITM. Please review the Write ACLs for sc_req_item, and potentially its Parent field. Or maybe you have some other custom logic that prevents updates on closed RITM.

Regards,

Robert