Updating a submitted variable on RITM

[Cirrus]

Good afternoon,

Is this possible please - we have a catalog item with a list collector variable to select a list of users. If the submitter forgets to add a user (as they inevitably will) we need to be able to allow the fulfilling team to update the slushbucket on the RITM. 

At first sight this functionality appears to be there, as the fulfiller can edit the contents quite easily, but as soon as they save the changes the slushbucket reverts to its original submitted content, so the change fails.

I have tried acls on sc_item option table but no joy, and business rules suggest that you set the value as part of the rule, but as the value/s are likely to be different for each RITM, this is not an option.

Thanks

[Manmohan K]

Hi @Cirrus 

There might be on submit catalog client scripts which are not allowing changes to take place.

Please check the on submit catalog client scripts configured on the catalog item

[Ahmmed Ali]

Hello @Cirrus 

Fulfiller (itil user) should be able to update the variable values and it should not revert to old value automatically. 

You need to check if there is any BR on in your instance which is restricting this change?

Question: As admin, are you able to update the values from RITM form?

Thank you,

Ali

[Cirrus]

Thanks Ahmmed, no, even as admin it wont save the changes

[Ahmmed Ali]

Hello @Cirrus 

Is it happening for only one catalog item or all catalog item across platform? I am guessing there should be some custom configuration done in your instance to restrict the update. OOTB it is open.

Thank you,

Ali