Hi everyone,
We’re currently refining our Service Catalog experience and have encountered a common user experience issue:
Users are confused by receiving both a Request number (REQ) and one or more Requested Item numbers (RITMs) for what they perceive as a single request.
We understand that RITMs are the operational units for fulfillment, but from a user perspective, this dual-numbering system feels redundant and unclear.
We’re looking for best practices or design strategies to make this clearer and more intuitive for end users. Specifically:
- Should we hide the REQ number entirely from the user interface and notifications?
- How do you handle notifications—do you consolidate them or send per-RITM updates?
- Any examples of custom widgets or UI policies that helped simplify this?
We’d love to hear how others have tackled this and what worked well in your organizations.
Thanks in advance!
