Some people unable to click "Add to Cart" - Service catalog : Hardware request

[Prabhu6]

Hi,

I have verified the roles with working people, and everything looks good, but a few users are still unable to click the option on the "Add to Cart" button; due to that, they cannot get the "Continue shopping" option.

Is anything stopping the user from using that option, like client script, business rules etc.?

Attached PIC. Please help on this.

[Harish Bainsla]

When users are unable to click the "Add to Cart" button on a specific Service Catalog item like "Hardware Request" in ServiceNow, there are several potential causes you should investigate. Here's a step-by-step approach to troubleshoot and resolve this issue:

1. Permissions and Roles:

   • Verify that the users facing the issue have the necessary roles and permissions to access and request items from the Service Catalog.
   • Check if there are any ACLs (Access Control Lists) restricting access to the "Hardware Request" item.

2. Catalog Item Configuration:

   • Review the configuration of the "Hardware Request" catalog item. Ensure that it's correctly set up with the appropriate variables, descriptions, and any dependencies.
   • Check if there are any conditions, UI policies, or catalog client scripts attached to the item that might be affecting its behavior.

3. Variables and Dependencies:

   • If the "Hardware Request" catalog item has variables, verify that they are correctly configured and not causing any validation issues.
   • Check if there are any dependencies on other items or variables that might be impacting the ability to add the item to the cart.

4. Catalog UI Policies and Client Scripts:

   • Review any catalog UI policies and client scripts associated with the "Hardware Request" item. These can impact user interactions.
   • Check for errors or misconfigurations in these scripts.

5. Browser Compatibility:

   • Test the catalog item in different browsers to determine if the issue is specific to a particular browser.

6. ServiceNow Instance Health:

   • Ensure that your ServiceNow instance is healthy and operational. Technical issues with the platform can affect functionality.

7. Catalog Form Layout and UI Actions:

   • Verify that the form layout containing the "Add to Cart" button is properly configured and accessible to users.
   • Check for any UI actions associated with the button that might be causing issues.

8. Check for JavaScript Errors:

   • Use browser developer tools to look for JavaScript errors on the catalog item page. Errors can provide clues about what might be causing the issue.

9. User-Specific Issues:

   • Verify if the issue is user-specific. Sometimes, browser extensions, cache issues, or local settings can impact how a web page functions for an individual user.

10. Debugging and Logging:

    • Implement logging in catalog client scripts and UI actions to gather more information about the flow of execution and any potential issues

[Prabhu6]

It is really appreciated, I will check one by one, and update you on the status, Thanks Harish