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

[Cirrus]

Ali, apologies for addressing you incorrectly previous.

It appears we can update in task and it will backfill to RITM, but we cant update the RITM direct (it is likely we wont be generating tasks with this workflow so really need it to work on the RITM). I cannot see any client scripts that would impact on this, but still need to check business rules and probably acl's on sc_req_item table?

[Ahmmed Ali]

Hello @Cirrus 

Yes, Business Rule on sc_req_item might be be restricting the variable update. 

Also one quick check:

1. Open UI formatter for sc_req_item table: link: https://your_instance.service-now.com/sys_ui_formatter_list.do?sysparm_query=table%3Dsc_req_item&sys...

2. Open variable editor record, check if the formatter is com_glideapp_servicecatalog_veditor.  This is OOTB one.

3. To check if the formatter is modified, go to UI macros and search the formatter name, open the record and check version if it is customized

If the versions related list is not there, you can add by right clicking on form header > configure > related lists > add versions to selected bucket and save.

If it is modified, try reverting it to base version.

Thank you,

Ali

[Cirrus]

Ali, the version hadnt changed, but it turns out we had two variable editors on the form layout which was causing the issue. 

Thankyou for your help and assistance

[Ahmmed Ali]

Glad to be of help!