Cannot delete items in the cart item in ServiceNow portal

[Tamilvanan T]

When we add the catalog item to the cart and later on when we check the catalog item and try to remove or delete it from the cart item, the delete option is not working. 

Whether it is blocking due to some ACL's or it is the standard process in the esc portal. Kindly need your assistance

Please refer attachments for more info.

[Ankur Bawiskar]

@Tamilvanan T 

So your users are unable to click Delete icon?

OR

Once Delete icon is clicked the item is not removed from Cart?

How about admins?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Tamilvanan T]

Yes, once the delete icon is clicked the item is not removed from cart.

For  admins, it is working fine.

[Ankur Bawiskar]

@Tamilvanan T 

was this working fine earlier?

Did you check DELETE ACL on sc_cart_item table

[ChallaR]

Hi @Tamilvanan T ,

You can try this debugging  way  -

1. ACL Restrictions

• Access Control Rules (ACLs) on the sc_cart_item or related tables might be blocking deletion.
• If the user doesn't have delete access to sc_cart_item, clicking the trash icon won't trigger the backend action.

How to check:

• Go to System Security → Access Control (ACL)
• Filter by:
  • Table: sc_cart_item
  • Operation: delete
• Ensure the user’s role (e.g., itil, catalog_user) is allowed.

2. Portal Widget or Client Script Issue

• The Service Portal widget responsible for rendering the cart might have a JavaScript error or missing logic for the delete action.

How to check:

• Go to Service Portal → Widgets
• Look for the widget used in the cart (e.g., SC Shopping Cart)
• Check the Client Script and Server Script for:
  • deleteCartItem() or similar function
  • Proper GlideAjax or REST call to remove the item

3. UI Policy or DOM Conflict

• A UI Policy or CSS conflict might be disabling the delete icon or preventing the click event from firing.

How to check:

• Use browser DevTools (F12) → Inspect the trash icon
• See if it’s disabled or has pointer-events: none or opacity: 0.5
• Check for any JavaScript errors in the console

4. Standard ESC Portal Behavior

• If you're using a customized ESC (Employee Service Center) portal, it might have restricted cart actions by design.

How to check:

• Compare behavior with standard Service Portal
• If it works in the default portal but not in ESC, it’s likely a customization issue

NOTE -

Recommended Fix Path

• Check ACLs for sc_cart_item → delete
• Review Widget Logic for cart item deletion
• Inspect UI Policies / DOM for disabled elements
• Test in Default Portal to isolate ESC-specific behavior.

Thanks,

Rithika.ch