Source Request inconsistencies (Stockroom)

[Joel O]

Hello there,

We are seeing an issue since our upgrade to Rome, that when ordering an item through the ServicePortal, as I begin to Source the Request, some users only have the option as Transferable Stock or Local Stock option. I realize in Quebec this was an option and it worked regardless of which option I had selected. Only since the upgrade to Rome though that is where we are seeing an issue.

Broke down 2 scenarios to better elaborate our issue and hoping to get some assistance on where to further look and identify root cause and hopefully resolve it. We are using the OOB Asset Management application and although not diverse in the administration part of ServiceNow, I'm more than willing to learn and understand further how it all works.  

Scenario 1: 

1. Impersonated a user to order hardware items from Service Portal, once REQ received, proceeded to Source Request and options are below on what is available.
   
2. As I proceed to transfer stock from one to another (like intended) there are no issues and the stages update accordingly on the RITM and a SCTASK gets created under the RITM. Worked both on Quebec (and previous versions) and recent upgrade to Rome.

Scenario 2: 

1. Same as step #1 with another user and now I see this option.
   
2. As I proceed to consume stock, I can see hardware items are assigned accordingly in the stockroom but the RITM stage is showing below and no Catalog Task is created. Normally in Quebec, there is another tab that appears at the RITM level where it showed the assets procured. Unfortunately in Rome this is not the case anymore and as such the stage below. 
   

Now what I noticed is that between those 2 users, 1 user had no ServiceNow groups associated (Scenario1) and the other user was part of a few groups (Scenario2). I confirmed this with impersonating other users with and without groups and the exact same outcome as my Scenarios above. Does groupings have any factor on the stockroom selection when sourcing the request? Also, looking at the workflow of this form I can comprehend it as it goes through stages, although where it is stuck the conditions are below and I'm trying to see where this condition is located and if in fact I can force this to move onto next stage/task.
 

 Looking for any insights on this and appreciate all that respond in advanced. 

Joel

[CMDB Whisperer · Accepted solution]

Have you looked at the Location of these two users?  From what I have seen, the sole determining factor of what appears as Local Stock or Transferable Stock has to do with whether the requesting User's location matches that of a Stockroom location, and the determining factor for whether a Vendor Purchase is possible is whether a Vendor Catalog Item exists for the model you are requesting.

[Joel O]

Hey Paul, 

This makes sense and confirmed with my testing. Appreciate your response, by chance would you know why when Local Stock is selected, the RITM stays as "awaiting delivery"? The tasks that should be generated doesn't actually appear and yet I'm stuck in this stage. 

Thank you in advance.

[CMDB Whisperer]

Not sure about that one off the top of my head.  I'd have to take a deeper look but I'll circle back on this when I find out, if someone else doesn't respond first.