'Requested for' field to be different for each RITM logged

[nmcl]

Has anyone got around this issue...

A user adds multiple items to their cart in ESS - the 'Requested for' field for each item is set different (e.g. a PA logging two tickets for members in her team).

The REQ and all RITMs log with the 'Requested for' as the last customer to be set.

What we ideally need is for each item to take the relevant customer name and apply that to the 'Requested for' field in each RITM logged (and not just apply the name from the last item to all other items ordered).

We are not overly concerned with what name gets populated in the parent REQ record for the 'Requested for' - ideally, if there is one item in a REQ it would take the 'Requested for' name entered and if there are multiple items per order it would take the 'Opened by'.

The response from Hi is...

I understand your requirement here. But thats an expected behaviour. This is because the 'Requested For' field is on the 'sc_request' table. Whenever an user submits a cart with many catalog items, it always creates one Request and multiple Requested Items. So, there will only one 'Requested For' and so it takes the Requested For as the last person whom you add it as Requested For in the Cart. There is no alternative for this.

[Brad Tilton]

The most common way I've seen this accomplished is:

1. Add a requested for field to the sc_req_item table as the OOB field is on the request.

2. Add a requested for variable/variable set to every item you want this to work for.

3. Add an insert business rule that populates the requested for field from the variable.

[Pradeep Sharma]

My approach would be same as of Brad Tilton (Cloud Sherpas)

[Makosko]

Hi Brad,

just came across your answer and was wondering how you would go about designing catalog items, which would be filled out by service desk analysts on behalf of other users. I suppose if a service desk analyst were to fill out and submit a catalog item, it would create a request against their name, which would be incorrect as it was requested for a user on the phone... not sure whether you know what i mean.. ? have you ever come across a situation like that ? any help would be very much appreciated.

Cheers

Maros

[nmcl]

Hi Maros, we have this situation.   Also where perhaps a PA might raise on behalf of the partner or team that they work for.

For this we have a 'Requested For' field (which defaults to the logged in user, but can be modified), as well as the 'Opened By' field (which uses the account logged in and cannot be changed).

Notifications are then sent to both the 'requested for' and the 'opened by' (excluding itil role accounts).

Rgds,

Nat