If an agent edits and saves a service item in the service catalog as draft, it disappears on the Requester Portal!
Please change this behavior like it is for the Workflow Automators:
→ there is always the last version published still available for the requesters
→ if you click on publish the “old” published version will be replaced by the newest version
Such a feature would be much needed for larger organisations.
In fact service items should get proper versioning. Whenever you edit a published service item it should get a new version first in draft mode, while the old one is still published. Once it’s published it overwrites the old one.
Ideally the used version of the service item (first one starts with 1) is also mentioned in the Activity log, so auditing will be improved (e.g. if you add more fields / required fields to an item later).
Another thought: Without versioning / the draft copy and the old version remaining public it weakens the availability of parts of the ITSM. In cases where you need to make larger changes to an SR item which might require more time and the item might also be an important one, this limitation can become quite a pain.
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