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?

[SRJ]

HI ,

Did you get any solution for this , am also facing the same . Thanks

[SRJ]

found the root cause, Query Business rule was affecting

[javis]

evjanani, could you please tell me which BR was affecting your instance. We are experiencing the same issue.

[Katie A]

We had custom built onQuery Business Rule that was restricting access to certain Task types.

This Business Rule had been inadvertently affecting the Requested Items.

We adjusted our custom business rule and it worked again.

[Bhushan216]

Some Query Business Rules are Restricting access to that Request Record & Deactive query BR on Request (sc_request) table & check again.