If you cannot see the approval view for RITMs in your instance, it might be due to permissions or visibility settings. Ensure that your user account has the necessary roles (such as `itil` or specific roles granted access to the Service Catalog) to view and modify these configurations.
By following these steps, you should be able to customize the approval view and summary for RITMs in ServiceNow according to your requirements.
In ServiceNow, the behavior you describe, in which the RITM (Request Item)'s 'Description' displays instead of the Catalog Item's name in approval summaries, is most likely due to how the approval summarizer is configured. This summarizer controls the information presented when approvals are viewed or listed.
To resolve your issue and personalize the approval view for RITMs (Request Items), you will often need to change the form and list layouts connected with the RITM record in ServiceNow. Here's a step-by-step procedure you can follow:
1. Locate the RITM Form Layout:
- Go to 'Service Catalog' > 'Catalog Definitions' > 'Maintain Items'.
- Locate the Catalog Item (RITM) that you want to change.
- Write down the 'sys_id' for this Catalog Item.
2. Create or modify the Approval View:
- Go to 'System Policy' > 'Approvals' > 'Approval Definitions'.
- Identify the Approval Definition that matches to RITM approvals. This may be labeled anything like 'Request Item'.
- Locate the 'Approval' field in the Approval Definition (it is most likely referring to the RITM record).
3. Modify the Form Layout: - Once you've discovered the Approval Definition and related RITM, make sure the form layout for RITMs displays the necessary fields.
- Go to 'Service Catalog' > 'Catalog Definitions' > 'Maintain Items'.
- Locate the RITM Catalog Item indicated previously using its 'sys_id'.
- Change the form style to include fields like 'Name' or 'Catalog Item' rather than 'Description'.
If you can't see the approval view for RITMs in your instance, it could be because of permissions or visibility settings. Check that your user account has the relevant roles (such as 'itil' or specialized roles with access to the Service Catalog) to view and alter these configurations.
Following these steps should allow you to personalize the approval view and summary for RITMs in ServiceNow to meet your specific requirements.
