Duplicate RITM created in Service Catalog
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04-17-2017 11:00 AM
We have about 70 items in our Service Catalog. We have one item which is creating two items in the shopping cart every time it's checked out. This, in-turn generates 2 approvals and two RITMs.
One of them has all the information that was submitted, the second is missing variables on the RITM form. This happens on every submission of this one item, but nowhere else. For the life of me I cannot find what the issue may be.
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04-17-2017 12:07 PM
There are no business rules that contains the phrase: cart.addItem
I also don't remember having anything like that added either.
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04-17-2017 12:29 PM
Hi Derek,
A couple of questions:
1. Is the one without the variables opened a few seconds after the one with the variables or vice versa?
2. The requested items opened - can you have a look under their "Activity" tab and compare?
harel
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04-17-2017 12:34 PM
They both open at precisely the same time.
One thing that is important to note...I get two items in the shopping cart...(we are using a 2 stage cart). Both items are generated on the first stage., before I hit the checkout button for the second tab. Even stranger, if I edit one of the items and update the cart, I end up with 3 items.
There is no activity tab for me to open.
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04-18-2017 05:29 AM
If you are not using any script in the background, it would seem like a bug to me.
I found this - ServiceNow KB: PRB581338: Duplicate catalog items appear in orders when using the Add to Cart button... but I am not sure it is what's happening with your instance.
By the way, did you try to change the name of the item and see if it still duplicates?
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04-18-2017 05:37 AM
No, I hadn't tried changing the name. I just did try and that still caused the duplicate.
I don't think that's what's happening I'm afraid. It doesn't seem to matter if something is already in the cart or not...I still get two items from one.
