Showing 2 identical RITMS in one Order Guide

[xlarge74]

Hello,

I´m trying to set up an Order Guide.

We have 2 Different Questions, which lead to the same RITM. 

When i build it like this, there is always just one RITM shown.

Second Question.. I could do a Workaround with a "General Request", but nobody would know why this general request shows up. Therefor i would like to put a header to the Ritms shown in the Order  Guide.

Is there maybe a solution?

Kind regards

Oliver

[Brad Bowman]

For the first question, I'm not following - if the 2 questions lead to the same RITM do you mean Catalog Item, or it generates 2 RITM records, but only one is shown in the summary...? Screenshots of the Order Guide setup and Rule Base would help.  For the workaround, have you tried using Description and Short Description to see if that shows what you are looking for?

[xlarge74]

Hello, thanks for the quick reply.

For the first Question:  "New Standard Requests" and "New groups in Service Now" would be both the ITSM Process Request . If the Customer needs both, he wold have to send two ITSM Process Request, one with "New Group" and one with "New Standard Requests".

If the customer anwsers both questions with yes, only one ITSM Process Request is shown.

Second Question: I cant see a description or short description, where i dont change the initial Catalog Item.

I just need the header when it comes out of the order guide.

kind regards

Oliver

[Brad Bowman]

I don't see a way of getting the Order Guide to include the same Catalog Item twice - Catalog Items are usually designed for a specific purpose, with an Order Guide routing users to the correct request.  We have an 'ITSM Process' Order Guide with a Description that explains each request type, then one variable for the request type which spawns the correct Catalog Item.  If you had yours setup like that your rule base would include two separate Catalog Items for New Standard Requests and New groups.  In any event, if it's not feasible to change the design now, one way to accomplish the workaround is to create a label type variable on the General Request Catalog Item.  Then create a Catalog Client Script to hide this variable if it is not displayed as part of an Order Guide.

function onLoad() {
		if (!g_service_catalog.isOrderGuide()){
			g_form.setDisplay('variable_name', false);
		}
}

[xlarge74]

Thank you i will give it a try 🙂

kind regards

Oliver