I have a question regarding the shopping cart behavior in the Customer Service Portal.
From the documentation and several Community posts, I understand that ServiceNow's standard behavior is:
- A single checkout creates one REQ with multiple RITMs.
- Different Requested For users can exist within the same REQ.
- Multiple REQs are not created automatically from a single shopping cart.
However, our business requirement is based on the Customer/Account, not on the Requested For user.
Example:
- Item 1 → Customer A
- Item 2 → Customer A
- Item 3 → Customer B
We want to ensure that all RITMs within a single REQ belong to the same Customer/Account. If items for multiple Customers are added to the cart, we are considering two possible approaches:
- Prevent adding items for a different Customer to the existing cart (one Customer per cart).
- Allow the cart to contain multiple Customers, but split the checkout into separate REQs (and Cases) per Customer.
Has anyone implemented a similar requirement?
