The user is not able to raise a request for Catalog item from service Catalog

PV
Tera Contributor

‎05-20-2022 03:11 PM

So i got this incident in which user says he can't raise request for a catalog item. That item is FTSD general assistance. the error is "the item in cart is invalid or you're not authorised".

Can someone guide me on how to approach here 

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asifnoor
Kilo Patron

‎05-20-2022 03:25 PM

Hi,

Go to catalog item and check the user criteria once. May be the user is not allowed to access but the user might be trying to access it thorugh the URL.

Mark the comment as a correct answer and also helpful if this has answered the question.

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PV
Tera Contributor
In response to asifnoor

‎05-20-2022 05:13 PM

I checked that, the catalog item is available to one group Field Service desk users and the user is part of thay group..
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PV
Tera Contributor
In response to PV

‎05-20-2022 05:36 PM

Any suggestion on this ?
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Narsing1
Mega Sage

‎05-21-2022 05:32 AM

The screen shot that you attached shows the platform view and not the portal view.  Is that user trying to submit the incident from platform.  If so, does he/she has access to platform and why he is trying to submit via platform.

2nd point, when you submit an incident there will not be any cart.  Please check whether you configured in record producer / catalog item.  Also, observe the "Request Method" field.  in your case, this should be blank.

 

Thanks,

Narsing

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