Modify the input data on the Portal and restart the Service Request RRS feed

  • Question

  • Hi Guys,

    Our customers have a special request that we can not solve.

    You can understand the problem if you see this simple process:

    User fill the form on the Portal > Review Activity > Orchestrator Runbook Activity

    The reviewer (Line Manager, HR analyst..etc) will restart the service request (they ar not administrator in SCSM) If they discover a mistake in input data.


    I believe that the SCSM cannot manage this situation, hence we must write an Orchestrator Runbook Activity that pooling the status of SRs and restart the SRs if one will go to failed status.


    Unfortunately the process will start from the first activity but the user can not modify the input data on the Portal.

    Have you solution or idea for this problem?




    Thursday, February 11, 2016 4:26 PM


  • Modifying data of a SR is not possible after it's submitted by the user. You can re-run the acitvities but there is no chance to modify the data submitted by the user.

    I am not aware of any 3rd party solution that would cover your requirement.

    The only option is to create a new SR again with the correct input.

    Andreas Baumgarten | H&D International Group

    Saturday, February 13, 2016 9:25 AM