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.

[aparnaravi]

OOB, it is showing the REQ number, but our team is working with RITMs. We need the RITM link instead, so that we can proceed with the next steps. Is there any way to replace the REQ number with the RITM number, and also make the “View Details” option redirect to the RITM record? Currently, clicking on the REQ number redirects to the Request.

[Ankur Bawiskar]

@aparnaravi 

I think you will have to check some UI builder component and it might involve heavy customization.

I won't recommend that.

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