How to manually update a record during the process of a service catalog item?

I am looking for a way to have a person manually update a record during the process section of a service request.

When we I add the update record item in the process section, it doesn't let me add the item unless I choose a value for the field right then.

How can we add fields in the process section that need to be manually selected by the person assigned to the service?

It looks like this should be possible in the process field, but it seems to be missing Service catalog:

  • Inputs can never be updated once the Service Request is submitted. This is by design.

    For what you're wanting to do, what I would recommend is creating a Task and assigning it to the technician who should be modifying the field. The Task is just a reminder and acknowledgement that the action must be done, but the technician will still be responsible for manually changing the field.

    Now since I just said "Inputs can never be updated once the Service Request is submitted.", you might be thinking, "How can they change it?"

    In Setup>Service Desk>Dynamic Form Rules you can apply a form to the Service Request that will appear after the ticket is submitted. Those fields will show up under the Details tab of the Incident record. There, a technician can modify the fields that are applied using the Dynamic Form Rule.

  •  I have finally set up a dynamic form rule and a custom field. The problem I see now is that when I modify the custom field during the process, the condition sets I have in the process relying on this custom field, do not recognize the updated value causing the condition set to fail.

    Any insight on why this is occurring or what must happen to ensure the condition is set to see the most current updated value?

  • Without being in the account or seeing screenshots, this is my first thought. Try looking to turn this on and see if it helps fix the issues.

    Setup>Global Settings>Service Desk Settings

    Just-in-Time workflow processing

  • I was just looking for this capability. There doesn't seem to be a way to apply dynamic form rules to Service Requests.

    I need to be able to update the information in the ticket because sometimes the requester does not know the information or the information may only be available at a later time in the process.

    The "Scope" option can only be set to one of these:

    • Changes
    • Computers
    • Contracts
    • Groups
    • Incidents
    • Mobile Devices
    • Other Assets
    • Problems
    • Purchase Orders
    • Releases
    • Solutions
    • Users

    The "Incident" option does not apply to Service Requests. I have tried that.

  • If you have the correct permissions, you should be able to change all the form values included in the service request on the Details page.

    For my situation, I need to add new form fields after the request is submitted so that the requester doesn't accidentally enter data in them. These fields are necessary for the automated process workflow.

  • When I go to the details page, any custom form item that was displayed on the service request page for the user to complete is immutable. The pencil icon does not show up when I hover over it. Any item that was not displayed on the service request page I can edit.

    EX:

    I have a Category called "Web Link"

    I have a Custom Form "Links" that has the following custom fields: "Category Code", "Link Name"

    I have a Dynamic Form Rule that applies to Incidents that has a rule that says "Show 'Links' form" if the category is "Web Link".

    I have a Service Catalog Item called "Request Link"

    In the "Inputs" area for the Service Catalog item, I have added the "Link Name" global field.

    When the user requests a Service Catalog item for "Request Link", the "Link Name" field is immutable on the backend and can not be edited. However, the "Category Code" can be changed.

    I am an admin of the service desk with full permissions.

    I really just need to modify whatever the user submits in case there is a typo or they later discover they submitted the wrong information or maybe they decided to make a last minute change. Alternatively we could just ask the user to correct what they entered, but even when the user goes into the portal to see the request they just submitted, the information in the custom fields are not editable. They can't change anything after it's been submitted.

  • It looks like they are working on this in the current What We're Working On for SWSD (May 16th, 2023).

    Otherwise, you can use the dynamic forms and custom fields to create duplicate fields that appear after submission if the original custom fields are empty.