Service Catalog Currency keeps changing on Submission – Need to Keep Fixed a fixed currency

[BriayanH]

We are facing an issue where Service Catalog item prices set to "Fixed (Single Currency)" in EUR are changing currency upon submission.

🛑 The correct price and currency symbol display when viewing the catalog item, but after submission, the price and currency change. (See Screenshot 1)

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🔹 Issue Details:

🌍 Our company operates globally (USA, EMEA, APAC).
✔️ We have specific catalog items for EMEA set to Fixed (Single Currency) in EUR under fx_price. (See Screenshot 2)
✔️ Other catalog items use Calculated (Dynamic) pricing, which is working as expected.
❌ When EMEA users (e.g., in Ireland) submit a request, the price changes from EUR to GBP.
❌ Most users in EMEA should be seeing EUR, but the system seems to be overriding it based on session currency.
✔️ We need the price to remain in EUR as originally set, regardless of the user's location or locale.

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🔹 What We Have Checked:

✅ fx_price records confirm that EMEA catalog items are set to Fixed (Single Currency) in EUR.
✅ No Business Rules, Client Scripts, or Workflows are modifying currency upon submission. (I think)
✅ glide.i18n.single_currency = false (since we don’t want to force a single currency globally).
✅ Exchange rates (fx_rate) update daily, but we want to prevent automatic conversion for these specific items.
✅ User profiles do not have a direct "Currency" field to manually update (and we have too many users to update manually).

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🔹 What We Need Help With:

❓ How can we prevent ServiceNow from converting the currency for these fixed-price catalog items?
❓ Is there a way to override session currency for specific catalog items while keeping other pricing calculations dynamic?
❓ Has anyone encountered this issue before and found a solution?

Any insights, scripts, or configurations that worked for you would be greatly appreciated!

Thanks in advance! 😊

[Sujatha V M]

@BriayanH  Could you please check the below reference links, if not visited which might help you: 

Different currency sign displayed for different users for the same catalog item 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0749514

https://www.servicenow.com/community/itsm-forum/price-issue/td-p/499968

How to change currency for catalog items

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1159513

[BriayanH]

I checked the pricing 'type' on the catalog item and it is set at as Fixed. I went to the fx_price record and checked, and they all set as Fixed. It still changes it depending on the user's location. 

[Sujatha V M]

@BriayanH My suggestion would be to raise a support ticket with ServiceNow and check with them as you have followed the support case shared and still facing it. 

If you have already raised, please share the feedback given by them.