How can we add action button for RITM(Requests) on ESC

ayushmaan_b
Giga Contributor

13 hours ago

Hi Team,

We have a requirement to add ' Action ' drop down on ESC page for the " My requests" records when opened by the caller . The expected actions drop down options are " Reopen, Cancel '.

 

We have earlier done this sort of customization for incidents (as attached) and now the requirement is to implement the same for RITM.

 

While doing it for incidents it was easy as we found existing widgets like ' Incident Standard Ticket Actions' and its related existing SNC script includes. However, for RITM these are not present to use so what do you suggest here?

 

Thanks

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ChrisBurks
Giga Sage

3 hours ago

Hi @ayushmaan_b ,

 

Hopefully the customization that was done for the 'Incident Standard Ticket Actions' was done by using the Standard Ticket Configurations module.  This module will allow you to do the same thing for RITMS.

standard_ticket_config_module.png

 

Find the correlating 'Standard Ticket Configuration' record for the 'sc_cat_item' table.

sc_cat_item_std_tkt_config.png

 

Open that record and click the "Action Region" tab and you'll see where to add the widget 

action_region.png

 

Out-of-box it is blank because there isn't a widget specifically for the sc_cat_item. So you can use any of the others as a template to create one.

custom_ritm_actions.png

 

 

 

Result:

 

Screen Shot 2025-09-26 at 6.30.09 PM.png

 

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