Showing related RITMs in a related list on a RITM

[robduca]

I'd like to create a related list on a RITM that is similar to the Requested Item->Request list that is present on the Request records:

How can I get this same list to show on a RITM so a technician working a RITM can see other related RITMs that are related via the same REQ#? I dont seem to have the same related list available to me when I try to configure related lists on the RITM table.

[Deepak Ingale1]

Hi Rob,

First thing, do we really require a technician to show other RITM for same REQ?

If this is really required, you can configure it via related list module using left navigation pane.

For this, you can check how Incidents by Same caller related list is setup in incident form. You can use the same logic for this requirement.

[Chuck Tomasi]

Hi Rob,

I agree with Deepak on this one. I would re-think what problem you are trying to solve. Showing the "sibling" requests in a related list may sound like a good idea, but after messing around with the defined relationship (and not coming up with a real clean solution) it just didn't seem to make as much sense as something like "My Work" or "My Groups" work.

Consider that multiple RITMs typically have different fulfillers, so the same person looking at a list of 10 items (of the 11 for the parent REQ) is only a click away to look at the parent record. Yeah, it's an extra click, I get that.

[robduca]

I agree with your responses, although we have a customer that has an 'aversion' to mouse clicks. The main complaint centers around the fact that some requests, when ordered together under one cart have redundant tasks associated with their individual workflows. Whereas if they were ordered stand alone are actually needed but when ordered with other items (for example a laptop and a laser printer) tasks associated with both RITM workflows can be redundant and cancelled (ie validating a data jack at a cubicle where the two devices would be co-located). The deskside technicians feel having this list of the other related RITMs would give them a quicker view to identify redundancies. Also need to mention is that the deskside folks work from catalog tasks primarily and we have a Request coordinator group that actually manages the overall requests / RITMs. Getting them to pass through to the Request would involve clicks since they are working from the third layer down most times.

[Chuck Tomasi]

Hi Rob,

Thanks for the use case. I recommend a list view of the catalog tasks that includes select items from the RITM. Similar to "My Work", but perhaps a different view on sc_task that shows the RITM, short description, etc. So they can see "This data jack validation goes with the same parent request as the other one!" at a glance. You could even dot-walk your way to the parent request to show total hierarchical relationships. Much easier to configure and maintain in a list view than defining the related list. 🙂