Catlog Item change the location

[Mustafeez]

In a catalog item.
When I select a location, I wrongly selected the location Mumbai but I have to select Hyderabad so submitted it.
It got created where I'm end user.
I could not edit that.
Location again to change it.

so the ticket comes to you to change the location to Hyderabad.

How to solve these probleam?

[AnveshKumar M · Accepted solution]

Hi @Mustafeez 

The submitted data can be changed by an ITIL user at RITM form level of the variables are not set read only. Even if they are set read only, admin can change the values from backend tables for catalog item variables. 

If you want to allow the end user to be able to change them you need to customise the widgets and ACLs to allow the end user to be able to change from ServicePortal.

In simple way, the end user can add a comment to the form so that, an ITIL user or an admin can update the data accordingly, if the field doesn't drive the workflow or flow design.

You can check sc_item_option_mtom table for the submitted data.

Please mark my answer helpful and accept as a solution if it helped 👍✅

[Danish Bhairag2]

Hi @Mustafeez ,

If the ticket has come to a user who has admin access then they can just run the below fix script in order to change the location value.

var gr = new GlideRecord ('sc_req_item');

if(gr.get('sys_id_of_RITM'){// enter sys I'd of the RITM where wrong location has been entered.

gr.variables.location = 'sys_id_of_desired_location';

gr.setWorkflow(false);

gr.update();

}

Note: Only Admin users can run the above script as a fix script or background script.

Thanks,

Danish