Service Portal Problem with sc_catalog_item - 'Price' || sc_shopping_cart - 'Total Price' converting Euros to US Dollars.

cindylove · ‎03-22-2018

We have a global Service Portal. I have Product Catalog items set up for North American users that display price in $. I also have items for Europe that display in Euros. Both display in the Service Catalog correctly. (NA users can only see NA products / EU users can only see EU products, using 'Available for')

The North American items display Price (sc_cat_item) and Total Price (sc_shopping_cart) in $ correctly.

'Price' and 'Total Price' are converted from Euros to US Dollars in sc_cat_item and sc_shopping_cart for European items.

These are the price options set for each Product Catalog Item - Europe:

Price -

Type = Fixed

Currency = Euro

I set the sys property - glide.currency_price.use_all_fraction_digits to false, so that it will only display 2 decimal places.

Here is the problem -

sc_catalog_item - 'Price' & sc_shopping_cart - 'Total Price' are converting Euros to US Dollars.

I didn't see any settings in cart layout.

Am I missing a sys property or do I need to change something to prevent the price conversion somewhere else?

cindylove · ‎04-06-2018

Just to update the issue...

We had to sync Country Code from Active Directory to the user records. Country Code allows for the proper conversion to the user's currency. If you don't have Country Code set, the instance looks at your browser location (which is where ever you are logged in at).

Now, if I enter a fixed price in the Product Catalog item it will be displayed as entered in the Service Catalog. The user will see the correct converted 'Price' and 'Total Price' of the currency that is used in their country (in sc_cat_item and sc_shopping_cart).

If I put the price of the item as 'Calculated', the user will only see the calculated 'Price' and 'Total Price' of their country's currency.

Basically, it's a business decision at this point on how to display the price to the user.

View solution in original post

cindylove · ‎05-07-2018

1. 'country code' is stored in the user record. We sync this from Active Directory to the user account.

As long as you set this, the system will look at the user's country code first and make currency conversions automatically.

2. Change your Product Catalog Item 'Price' to 'Calculated' (default). When you do this, all Price and Total Price will show up as user's country currency.

3. When the item's price is 'Calculated', you will see same amount/Currency in Service Catalog, sc_cat_item and sc_shopping_cart (portal pages). (Works great!)

4. The system runs a scheduled job which updates Currency conversion rate automatically. You do not have to do this manually.

cindylove · ‎05-07-2018

Here is SNOW product documentation on Currency Administration

graham_c · ‎05-07-2018

It's probably worth keeping in mind the browser the user uses may override the display value of the currency format.

We recently had an issue where Google Chrome would display euros as dollars because of the language setting in Chrome was set to English (United States).

This may not be your issue but it may be worth you being aware of just in case.

cindylove · ‎05-07-2018

We haven't had any issues since we synced user's country code from AD.

The system checks country code first, the system locale property second and browser locale last.

Thanks though

cindylove · ‎08-21-2018

The browser location will not override the currency format if country code is set in your user record. This is OOB.

This is how the system looks at currency (as per ServiceNow tech from HI)

1. Is country code set in the user record? If no, then

2. Is the system property set? If no, then

3. Use the browser location

We do not want to use Browser location because it will give false currency results. If I am usually in North America and travel to Europe, then the currency will change to location of where I am at.