Replace REQ with RITM link when creating Request from Incident in Service Operations Workspace

[aparnaravi]

Hi All,

I am working on Incident → Request integration in Service Operations Workspace.

Currently, when we use the Create Request option from an Incident, the confirmation page and the Incident record show the Request (REQ) number and link.

• Example: After submitting, it shows Request Number: REQ0013011, and the View Details button also opens the REQ record.

Requirement:
Instead of showing the REQ, I need it to show the RITM that gets created under that Request.

• On the Incident form, I want to display/link the RITM record instead of the REQ.

• On the confirmation screen, the View Details button should also open the RITM details page.

[palanikumar]

Hi,

Have you created your custom action for this?

After request is created you need to use gliderecord to find its RITM and return the RITM. If you can share your code, I can help you to change

[aparnaravi]

Hi,
Thank you for the reply.
As of now, I haven’t done anything. Should I use Glide Record, a UI Action/Client Script, or UI/UX Declarative Actions?

[raviteja1600]

Hi @aparnaravi ,

You need to cusomize the code for the UI/UX Declarative Actions to redirect to the RITM form instead of REQ form.

If the provided information is helpful, please mark it as helpful and accept the solution.

Regards,

Raviteja

[Ankur Bawiskar]

@aparnaravi 

here you want RITM number instead of REQ?

But logically thinking that UI action is for Creating Request and not RITM

Agent can select and submit multiple catalog items under 1 REQ and hence OOTB it shows REQ number.

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