How do I skip the Request Summary page in Employee Center and go right to the requested item (ticket) page?

[Katherine12]

This is the page I would like to skip, as the information is not relevant to us:

Is this a possibility? I'd like to go straight to the ticket page. Thanks!

[Varshith Kuraga]

@Dan O Connor  Would you suggest showing Request REQ only to the uses? My concern was our employees who work on RITM; Catalog task enter their comments on respective tickets. but we need to write some business rules back and forth to show them to users and employees. Is it expected?

[Dan O Connor]

Hey @Varshith Kuraga . Our Out of the box suggestion and best practice is using the REQ -> RITM -> Task structure. Though I appreciate not everyone has scenarios where an employee is ordering/requesting multiple RITM as part of a single REQ. 

Ideally your staff should only ever be 'working' on the Catalog Task, and then using either business rules or Flows to move states/comments up to the RITM level. If we don't have OOTB support for this now, it's a very common business rule used. 

And it should really only be the one, you are effectively copying Additional Comments from TASK -> RITM and then RITM  -> TASK. 

[Dan O Connor]

Hi @Katherine12 what information is not relevant on that page?

While you could look into a page route map to redirect users from that page to another one, I've never come across the need to skip the page entirely.

To note, if you CTRL - Right Click on the page it opens the widget, where you can configure some useful OOTB options. I know for example some customers are not concerned with REQ, so we can easily change that to show RITM.

[cwillard]

Hi Dan, 

The reason we want to skip it is because when users click on the RITM link the order page ends up being somewhat redundant. We would like users to be directed straight to the RITM page and bypass the order page because it adds an extra click for users to get to the RITM page which is the ones they really care about. Users cant add comments from the Order Status page. 

I tried using page routing to set this up but I can't seem to get the RITM Standard Ticket Page to function the same way Requests look when on the Standard Ticket Page. For RITM records it doesn't allow me to add the 'additional details' tab that Requests have where users can see the variable summarizer. It simply doesn't display. 

[Dan O Connor]

What page are your mapping to in your route? 

Also, have you checked the Standard Ticket Page configuration (in main platform UI) to ensure you have a layout for RITMs?