Why is the default value for "Requested For" evaluating to the wrong user for 1 REQ/RITM record?

[Todd Romansky]

I have a relatively simple catalog item where the "Requested For" on the REQ and associated RITM are relying on the default value in those tables (there is no option for the end user to select the Requested For).  For each of these tables, the default value is dynamic using the "Sender" dynamic filter, which corresponds to gs.getUserID();.  In almost every REQ/RITM record for this catalog item, the Requested For is appropriately recorded as the end user submitting the catalog item.  However, I have 1 record where the Requested For is not the name of the user submitting the catalog item.  In this case, the Requested For and Opened By are different users, with the person listed in the Opened By being the actual end user.  There does not seem to be any business rules setting the Requested For and from what I can tell, it is only being set based on the dynamic default value.  

Has anyone experienced this where gs.getUserID() is not evaluating to the current user?  Is there perhaps a script include or somewhere else I should be looking to see how the Requested For value is being set if it is not relying on the default value?  We are pretty much out-of-box for our Service Catalog and have not made any changes to business rules, client scripts, or UI scripts that would affect this field.

[shloke04]

Hi,

Couple of things to validate here.

1) Can you check the XML of the RITM record as well to confirm if the value are different or not. This will allow us to eliminate possibility of client side actions which may be setting the value of Requested for as different say when the form loads.

Right click on Form header and then select Show XML and then do Control + F to find out the values for Opened and Requested for.

Can you check if there are any Before Insert Business Rule which is changing this value to something else.

Also check the workflow or Flow attached to that particular catalog item and see if for this item is there any additional validation which is causing this.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Todd Romansky]

Hi Shloke,

I looked at the XML and the <opened_by> and <requested_for> have different values.  I've gone through the business rules and don't see anything that would change or set the Requested For value, thus why I believe it is being set based on the default value for the field in the data dictionary.  The workflow is simple was just a script that calls eventQueue.  This particular catalog item is only accessible to me and a 3 other admins in my organization and we use it almost daily.  While performing an audit of its use, we discovered this single instance occurring back in November when the Requested For was not one of the admins.  I was actually the person who submitted the request, so my name shows up in the Opened_By but another random employee who is not even an ITIL user shows up as the Requested For.

[shloke04]

Thanks for checking on the above points. Please try below which can be a issue which is causing this:

1) Navigate to Shopping cart table by typing "sc_cart.LIST" in Application Navigator search menu as shown below and hit Enter on keyboard:

Now within this table check if there are any entry for the random user which is getting set for your catalog item in Requested for Field in this table as shown below:

Delete this record and then try again, this may be the culprit here in your case.

Also you can open this cart record which will confirm you for which Item this record was created. Please refer to screenshot below which also shown the item name to which it is linked:

 

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Todd Romansky]

We do not actually use Shopping Carts in our environment and have a simple 1:1 relationship with each REQ/RITM.  But to ensure this was not the culprit, I did review the sc_cart.LIST records where the Requested For was me and that other random user that showed up for the one request.  For both of our DEFAULT records, there are no items listed or linked.

[Community Alums]

Todd,

Have you found a solution for this issue?  We're experiencing the same issue in our instances.

Thanks,

Mike