edit catalog variables after submit on service portal

[bijender1]

Hi Team,

We have a requirement, when if someone order an item using service portal and it got rejected by the approver, then the requester can edit the same form from service portal to resubmit it for approval, instead of creating a new for the same.

However, as of now, when the requester has submitted the form and it got rejected by approver ( like need more info ) , it only show the request has been rejected.

I thought it can be achieved by workflow as like when rejected the the next sate is to go to Begin stage , but with no success.

Regards,
B

[Allen Andreas]

Hi,

This type of flow would require the end-user to be able to now work/edit the "requested item" which is an ITIL license feature. You'd have to approach this a bit differently to allow the end-user to be involved in the process a bit more if it were to be rejected. Such as creating a new response from the approver like: Decline or Suggest Resubmit, and then allow the end-user to maybe respond via comments (even in email) and then then have an ITIL user edit the request per their comments and route back through for approval.

As you can see, it can get a bit "involved" to allow a request item to get rejected and then still allow the end-user to be involved. You'd have to get creative around this if you wanted that to happen. Else, rejection is what it is...it's rejected and so they'd need to resubmit the form.

You can also rewind back to the form itself and help redesign it to help prevent rejections from happening.

Like prohibit 'x' field from having 'y' value as a selection if they shouldn't be picking it.

A request being rejected isn't that common, I'd say. If the form is developed and laid out correctly, you can prevent most requests from being rejected unless the end-user uses the completely incorrect catalog item, which...at that point, it should be officially rejected and not resubmitted.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Allen Andreas]

Hi,

I just wanted to check-in on this. If my reply above helped guide you correctly, if you don't mind, please mark it as Helpful & Correct.

Thank you!

[Ben W2]

@Allen A  I came across this post and thought you might have some ideas for a similar issue. 

Is it possible to configure the Service Portal to allow attachments to be updated/overwritten after submission? I have tried adjusting catalog client scripts and catalog UI policies to run a script OnLoad with the following [ g_form.setVariablesReadOnly(false) ] but that didn't seem to make the attachments editable via service portal. 

I've attached a snapshot of where we'd like to make the changes to the documents. It's from within the approvals widget on SP. 

Regards,

Ben