Request short description/description

[tgcorbin]

Hello,

I am trying to change the short description/description on a request when it is ordered. I have a Run Script in my workflow that appears to change the short description and description of the requested item (although, I don't get the difference between a requested item and a request. Feel free to explain). I have tried to use the Set Values core, but it does not seem to change it. Any suggestions?

Thanks

[rohantyagi]

Hi tgcorbin, regarding the difference between request and requested item you need to watch this webinar recording and I am sure the whole concept of request mgmt and service catalog will be clear to you: Service Catalog: How to quickly realize value

In short, request and requested item is a 1:m relationship where a user can request multiple items as part of single request.

You can also refer to this KB article to know other concepts of ITSM in detail: https://hi.service-now.com/nav_to.do?uri=/kb_view.do%3Fsysparm_article%3DKB0621384

And regarding the use of workflows, please refer this article:

ServiceNow KB: Workflow Resources Page (KB0541991)

[tgcorbin]

Do you have any suggestions on how to edit the short description and description of the request? I'm not sure which workflow item to use

[Dave Smith1]

Do you have any suggestions on how to edit the short description and description of the request? I'm not sure which workflow item to use

Do you mean editing the description of the requested item? (i.e. a catalogue item) or did you mean amending the description of the task used to fulfil the RITM?

[Judas Hudson]

tgcorbin     We use a "Run Script" workflow item on our catalog requests at the very beginning of the workflow.   I believe this script should help you, but like Rohan above me said they do have a 1:m relationship so you may see some issues when the request creates tasks/ritms for many things and to many teams.

var req = new GlideRecord("sc_request");
req.addQuery('sys_id', current.request);
req.query();


if(req.next()){
   req.short_description = "Firewall Access Request for " + current.variables.requestor.getDisplayValue() + " - requested on " + current.variables.request_date;
   req.update();
}