Order Now/Submit button is not visible in Native UI

[kumar22]

Hi Team,

While testing the "Try it" option from the catalog configuration page, we noticed that the "Order Now/Submit" button is not visible in the native UI for one specific catalog item. However, users can still see and submit the request through the Service Portal.

We confirmed that the "Order Now/Submit" button is available for all other catalog items in the native UI.

I have reviewed the catalog client scripts, UI policies, user criteria, business rules, and properties but couldn't identify any reason for this issue.

Could you please advise why this option is missing for just one catalog item?

Thanks in advance!

[Sandeep Rajput]

@kumar22 Now I am running out of clues here. Last option is to check any catalog client script associated with the catalog item which is hiding the order now button using DOM manipulation. You can also check if any variable set is added on the catalog item which has a client script which might be hiding the order now button using DOM manipulation. 

Here is what AI has to say about the order Now button not visible.

If a catalog item in ServiceNow does not have an "Order Now" button, several factors could be causing this issue:

1. Item State: The catalog item might be in a state that prevents it from being ordered, such as being retired or inactive. Check the catalog item's status to ensure it is active.

2. Mandatory Fields: If there are mandatory fields on the catalog item form that are not filled out, the "Order Now" button may not appear. Ensure that all required fields are completed or configured correctly.

3. User Permissions: The logged-in user might not have the necessary permissions to order the item. Verify that the user has the appropriate roles to view and order the catalog item.

4. Cart Layout Configuration: The "Order Now" button can be hidden due to customizations or configurations in the catalog item’s cart layout. Check the catalog item’s layout and ensure the button is not hidden or removed.

5. Catalog Item Availability: The catalog item may not be available for the current user or in the current context (e.g., based on location, department, or user criteria). Verify the item’s availability rules and conditions.

6. Service Portal Configuration: If accessing the catalog item through a Service Portal, ensure the portal configuration allows the "Order Now" button to display. Customizations in the portal might hide the button.

7. Workflow or Script Customizations: Custom scripts or workflows associated with the catalog item might be causing the "Order Now" button to be hidden or disabled based on specific conditions.

8. Order Button Visibility Conditions: The "Order Now" button might have visibility conditions applied that prevent it from showing up under certain conditions. Check any UI policies or client scripts that might affect the button's visibility.

9. Maintenance Window or Schedule: If the item is restricted to be ordered only during certain times, such as within a maintenance window, it might cause the button to be hidden outside those times.

To troubleshoot, review the catalog item's configuration, any associated scripts or policies, and the user's permissions to identify and resolve the issue.

[kumar22]

Hi @Sandeep Rajput, I have thoroughly checked all possible methods to hide the "Order Now" button using scripts, including UI Policies, Catalog Client Scripts, Business Rules, Script Includes, User Criteria, and UI Macros. However, I haven't found any clues regarding this issue. I've also followed the troubleshooting steps provided by AI.

Thank you!

[Sandeep Rajput]

@kumar22 Please do share the root cause on this thread, if you manage to find it. I am curious to know what else could be the root cause here. Also, can you check if you are providing values for all the mandatory variables and quantity is at least when at the time of ordering. 

[kumar22]

@Sandeep Rajput  I will share the root cause for this if I found. 

[Amit Verma]

Hi @kumar22 

Submit Button is only available on Service Portal for catalog items. You should be able to see Order Now at least. Refer below posts and see if any of them helps :

https://www.servicenow.com/community/developer-forum/no-submit-button-in-catalog-item-view/m-p/18233...

https://www.servicenow.com/community/developer-forum/unable-to-see-the-submit-button-for-few-catalog...

Thanks and Regards

Amit Verma