Shopping Cart for Record Producers, Incidents

[Oleksandra Guzo]

Hi,

We have recently started using shopping cart functionality in our catalog portal. We are looking to add record producers and incident requests to our portal for users to order. However, ‘Add to Cart’ functionality is not available OOB for these types of requests. We’d like our users to have a unified experience where they can add as many items as they want to their shopping cart and submit everything at once.

Does anyone have a workaround to be able to use shopping cart for record producers and incidents?

Thanks,

Oleksandra

[Ahmmed Ali]

Cart functionality is not available for record producers, but you can use wish list functionality.

refer: https://www.servicenow.com/community/developer-forum/is-it-possible-to-have-a-shopping-cart-for-a-re... 

[TrevorK]

I would approach your problem from a UX mindset. You want to give your users a similar experience without teaching them what Request and Incident are according to ITIL. That means you have to use the shopping cart as a user would have no idea why some items would have a shopping cart and others are instant checkout. 

I would start by creating Catalog Items for each of your Record Producers. Then create a before Business Rule that runs on insert. When a Requested Item is created for one of your "Record Producer Catalog Items" do the following:

a) Abort the insert

b) Call code to perform the Record Producer functionality. I would even go as far as saving the variables into a JSON object because I like being extra. You never know when the data will be needed and this allows you to easily pull them out.

c) Schedule a script to run in 2 minutes to check if the Request is empty, and if so, delete the Request. I don't often delete records but I don't see a problem with this one if the Request is empty (no associated RITMs). You could simply close it as well. I'm on the fence as to what is better.

I think what you need to do is focus on the user experience, and develop a solution that fits best. It's a little bit around what OOB offers but thinking outside the box can be what turns something from good enough to great.