Challenges with setting "Use Cart Layout" to false and associating Requests to Parent Cases

[Tom Siegel]

We had a request a while back to remove the "Quantity" from certain catalog items. This was implemented setting "Use Cart Layout" to false on these catalog items. It has now been reported that when a Request is created using said Catalog Items using the Create Request UI Action on the Case form, that the Case number is not populating in the Parent field on the Request. So the Request does not show up on the Requests related list for the Case. In the reading and testing I have done, it appears that setting Cart Layout to true on the Catalog item will allow the Request to be automatically associated with the Case but will no allow Quantity on the Catalog item to be hidden. I would also mention that the system property glide.sc.use_cart_layouts is set to true.

Any ideas on how to make sure the Parent field on the Request will get populated with the Case number from which it was created AND have the Catalog item being used for the Request NOT display the Quantity would be greatly appreciated

Thanks - Tom

[Tom Siegel · Accepted solution]

I never found the solution that I was looking for, so I set "Use Cart Layout" to true, exposing the Quantity field and then deactivated Quantity choices 2-10 so the user could only select a quantity of 1

[jeffreyluto]

Any enhancements to your Request workflow since you posted in 2022?  I was told by a developer that many of these settings are Global and that can cause issues.  But it they are coded locally per Request or item - there can be less problems.