Empty Shopping Cart Error

[AnnMarieC]

We are experiencing an intermittent problem of an empty shopping cart when a user orders an item. When a user orders an item and then clicks back to the main page of the service catalog the item sometimes disappears from the cart. If the user tries to check out the system prints a message stating you cannot check out with an empty cart. The item was not deleted from the cart so it should still be there.

Has anyone else experienced an issue like this?

[Marc_Heyvaert]

mattberan

The problem is that I can not recreate it. We have a team leader (end user) that has submitted a series of requests out of the service catalog. As far as he is concerned, everything went smoothly, no error messages. But the request manager asked me to look into this matter because one of the requests just shows up empty, i.e. there are no reqested items attached to it. So, how could this possibly happen? Is it a bug? Similar things have happened to us in the past, sometimes with requested items being duplicated within one request and no clear cause. Of course, I am not sitting next to the end-user, so it is difficult to even imagine what could have gone wrong, how he forced the system maybe.

Marc

[mattberan]

Are there patterns? Do you ask him for more information?

Re-training necessary? More hands on his requests?

There are a lot of technical things you can do to fix this problem, but that isn't always what people want.

[Marc_Heyvaert]

We only have very simple requests in our service catalog. Entering a date + some variables and then go straight to checkout. That is our basic configuration and that is how we trained the people who are responsible for channeling the requests of their department. The workflow behind it is also very simple: just one approval and then just a series of tasks (2-3). What I fail to understand is how it is possible to fail the system. What could go wrong? If I mimick the user I see myself clicking the service catalog, changing the requested for field, clicking a catalog item, filling in the variables (they are all mandatory btw) and clicking the order now button. Where can it possibly fail? If I do this I get either a 'shopping cart empty error' or a request that is going through with the catalog item attached to it as requested item, so 1 RQxxxx with (at least) 1 RITMxxx number. But the problem that is before me is that there is a RQxxxx with NO RITMxxxx linked to it. If it is not a bug, surely it must be a weakness. A request should always have at least on child. Don't you think so? I have tried to look in the logs, but I see nothing strange there.