Unable to create an Incident - You're either not authorized or the cart is invalid.

[Karthick PS]

I have admin access.  Please help me on the below issue..

One of the users telling me that not able to create an Incident.

When clicks on 'New', the message 'You're either not authorized or the cart is invalid' pops up (Please refer the attached).

But, I impersonated that user and tested.. I could see that he is able to create an Incident.

It looks weird.

The user has itil, user_admin roles.

[Pius Gumo]

Maybe log a case for ServiceNow? There's not a lot of information to assist on this specific query

Info that might help to troubleshoot some more
- Enable ACL Debugging, Impersonate User and confirm they have read, write acls
- Check the Error Log / Information Log for when the user reported the same issue
- Test creating an Incident using the users account through different means (record producer, incident.do)

[Mike_R]

Have the user log out and log back in. If it worked when you impersonated the user then there probably isn't an issue. Maybe their session just timed out or something so ask them to log out/log in.

[ersureshbe]

Hi, I suspect its part of role issue. Can you check the user role?

Regards,

Suresh.