Order Guide RITMs

[Burhan Shah]

Hello Community,

We have created an order guide on ServiceNow, which has two items. The user by mistake has turned off the second item. Can we start it by backend scripts? The workflow is already in place.

Both RITMs have different variables. The 1st RITM is created, but the 2nd one is not created because the user by mistake turned off the 2nd item.

How can we regenerate the 2nd RITM with its variables?

Regards,
Burhan

[GlideFather]

Hi @Burhan Shah,

if it's already submitted, then I don't recommend to manipulate that by a script.

Just cancel it and submit the order guide from scratch. The Request fulfilment is very complex topic and many (work)flows are running in background, same for notifications etc. If you manipulate iut manually or by a script, you will might see some unpredictable errors.

Re-submitting it again is so much easier...

[Burhan Shah]

Hi Glide,

Agreed, but resubmitting the order guide will go through the approval cycle again of the 1st RITM which has top management.

What could be the alternatives?

[GlideFather]

This is exactly the desired behaviour :)) if they approved something and you want to change it, then it was NOT approved, right?

If it was a mistake, then the approvers shall understand that it can happen.

I strongly discourage you from manipulating this by a script or manually. Not only for the data consistency perspective but also from the technical perspective.

I don't remember the exact use case from my previous experience but definitely I remember that manipulation broke the whole request fulfilment process and it was so difficult in the end for so many people... choice is yours but I recommend you to cancel it, explain to the approvers and submit it once again rather than doing this behind their back, as it's also breaking the trust once they will find out...

[Ankur Bawiskar]

@Burhan Shah 

so some admin deactivated that 2nd catalog item and hence RITM is not generated for this?

if yes then this is the best approach

1) cancel the 1st RITM and cancel the approval associated to this RITM, cancel the catalog task for this

2) activate the 2nd catalog item

3) ask user to submit the order guide again