Remove shopping cart icon from record producer preview in Virtual agent chatbot

[JordyZ]

Hi,

I was wondering how I can remove the shopping cart icon from the catalog item preview in VA chatbot.

Thanks in advance.

[Yogesh11bhatt]

1. The Best Practice: 

The most common reason for the shopping cart appearing is that it's the default placeholder for items without an image. Adding a specific icon to the item record usually replaces it.

• Navigate to Service Catalog > Maintain Items (or Record Producers).

• Open the specific record.

• Locate the Icon or Picture field.

• Remove the image

2. The "No Cart" Configuration

If you want to disable the "shopping" nature of the item entirely (which can sometimes remove related icons in certain VA versions):

• On the Catalog Item or Record Producer form, look for the "No cart" checkbox.

• If you don't see it, you may need to add it to the form layout via Configure > Form Layout.

• Check the box and save.

[JordyZ]

Hi, thanks for the reply.

I have already checked the record producer for icon/pictures but the fields are empty.

I have also tried putting No cart to true but still the shopping cart icon shows.

[Tanushree Maiti]

Hi @JordyZ 

Refer this link: 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0715399#:~:text=Issue,release...

https://www.servicenow.com/community/developer-forum/how-to-remove-cart-from-catalog-item/td-p/14509...

https://www.servicenow.com/community/employee-center-forum/remove-shopping-cart-icon-and-order-butto....

[Ankur Bawiskar]

@JordyZ 

I don't think you can remove it.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[JordyZ]

@Ankur Bawiskar ,

Aww that's a bummer...I've found out that adding an image to the picture field of the record producer will replace the default shopping cart icon, but ideally we don't want any icons.

If there is no image defined in the picture field, it'll default back to the shopping cart icon.