Attachment transfer from sc_cart_item to sc_req_item

[jobin1]

if we raise a RITM from the client portal then initially while attaching an attachment then it's going to sc_cart_item and then once we submit that attachment is tagged to sc_req_item table how does this happen? and we have an issue here sometimes attachments are getting stuck in sc_cart_item it's not moving to sc_req_item
@Ankur Bawiskar any idea?

[Ankur Bawiskar]

@jobin1 

that happens at platform level. I don't think we have access to that code which does that.

Did you try replicating the issue in dev?

Also is that issue coming always for all catalog items or for specific ones?

[jobin1]

This issue is not occurring always it's like if i raise 50 tickets then maybe 3 or 4 times and we haven seen for one specific catalog item

[Danny_Kaminsky]

Hi @jobin1,

We have observed that in our instance recently as well. Are you using any customizations for the affected catalog items or are they OOB?

[Philip Dickey]

Hi @jobin1 have you recently upgraded or know the version of your ServiceNow instance?

Thanks