Order Empty after submitting Service Catalog Item

[Katie A]

We just build a new Service Catalog item with a very simple workflow. It basically just generates a few tasks and that is all.

We just moved the new item to production. It has been working on TEST with no issues.

However there is a major issue now that it is on production.

* When completing the form as an end-user, the "Request" is submitted but *the Request Item workflow does not run* and the user sees a screen that says "Order:Empty".

This only affects users who only have the "user" role. When submitting as ITIL it does not have any issues.

Also, this was not an issue on our TEST server. It still works on the test server. So it must've been something that went wrong in the push to production.

The *Request* workflow ran, but the *Request Item* workflow did not run.

What could be the issue? Why is there such a big difference between Test and Production?

[Brad Tilton]

Can you check to see if the REQ and RITM get created at all and the user just can't see it, or do they not get created at all?

[Katie A]

The Request and Requested Item are both created.

The only difference is that the Requested Item workflow does not run. The Request workflow does run.

This is only happening for users with only the user role. ITIL works fine.

Also this is only happening in production. Test is still working normally. So it must've been an issue with the push to production.

[Brad Tilton]

OOB the request item workflows don't actually kick off until the request itself is approved. Is it possible your request is auto-approving (which is common with most customers) for itil users, but waiting on an approval or something for ess users? OOB there is a workflow that runs against request and the approval is based on the value of the items.

[javis]

b-rad, we are experiencing this issue as well. Do you have anymore suggestions on how to fix this?