Recurring pricing doesn't show in total if the item cost is \$0

KB15 · ‎11-18-2015

I have an issue with catalog items if the price does not include a fixed number. If the item only has a recurring cost, I don't see any of the monthly pricing in the cart.

What's the best way of dealing with this so that the total appears correctly as a total? Has anyone else run into a similar issue and is this by design?

KB15 · ‎11-30-2015

SN response is that this is by design. It normally separates these costs since technically a recurring cost doesn't account for the cost of the item.

Since I didn't see what I saw earlier during testing, a possible solution is to add the recurring cost information in the approval screen along with the item's price of $0 and a change in the notification on the item level.

The notification script would show anything that would have an item cost of $0 but have a recurring cost to ensure that any approver would see that it's free. Anything that is $0 would not show a price. Anything that has a price and a recurring cost would show both including a quantity.

I'm not sure if this is the best solution but it could work out. If we decided that automatic approval is not a good idea on the request level, I would guess to factor in the monthly cost into the cost threshold in the workflow.

View solution in original post

rob_blakey · ‎11-18-2015

If you set the original cost as $0.00 and then a recurring cost does this show up?

Looking at: Defining Catalog Items - ServiceNow Wiki

I also found this post: "Property "glide.sc.price.display" is set to "always so price" so if you make the price 0 it will display 0. If you change property back to "show only non zero price" then the base price will not show and the monthly price will show." in the following article:

Can I hide the base price but show recurring?

KB15 · ‎11-18-2015

Maybe I should clarify. The recurring costs do appear but they don't appear as total price because the individual item cost is $0. This is a problem because the cost shows up as $0 when the approver sees the request item. That's no good. Normal pricing is fine. It's only for items that cost $0 and there's a recurring price.

That property is set to "non-zero" in Fuji but doesn't help in this case

KB15 · ‎11-20-2015

So this is definitely an issue with the patch we have on Fuji. Our prod instance is behind one patch and the issue doesn't occur (Patch 6). Our Dev is on Patch 7 HF 5 and that's where the problem is occurring. It appears that this doesn't happen on Patch 10 based on my minimal testing.

I'll wait until SN gets back to me before I post a resolution.

rob_blakey · ‎11-22-2015

hi Kim,

That's odd, looking at the release notes there is nothing around this issue in the listed fixes. Please let us know when SN Support get back to you.