Catalog request

[karishmaafr]

Getting Error: no user found on ServiceNow with this UID,  while creating catalog request request got created successfully but RITM got cancelled automatically and the error comment is no user found with UID

[Lakshmi888888]

Hi @karishmaafr ,

The automated cancellation of the Requested Item (RITM) with the error message "no user found on ServiceNow with this UID" happens because your external integration or API payload is passing an invalid, missing, or improperly mapped User ID string instead of a valid ServiceNow sys_user record. When the fulfillment engine (Flow Designer or Workflow) executes, it attempts to validate or query the requested_for or opened_by user by this UID. When that lookup fails, the workflow hits a system exception or an "Else" safety branch, causing the RITM to cancel automatically

Please look at: https://www.servicenow.com/community/itsm-forum/catalog-item-request-cancelled-for-end-user/m-p/3453...

[Tanushree Maiti]

Hi @karishmaafr 

Could you please check this:

It seems associated flow for the catalog item is configured to run as "User who initiates session" instead of "System User."

Could you verify this and make the necessary update if required.