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Submit a svcCartItem record

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I am looking for a way to recover/submit an svcCartItem record that fell off a users cart.  This is due to the person lgging out and forgetting to submit their cart.  Therefore, an svcCartItem record is created but it is useless and the client needs to o through the process again and complete the transaction of "checking Out".

I am looking for a way to do at least one(1) on the following.

1.  Have the ability to place the svcCartItem back into the clients cart   OR
2.  Submit the svcCartItem on their behalf.

However, it would also help if their is a way to capture the cart permananetly until the client decides to remove or submit these items.

Using HP Service Manager 9.30 Service Catalog (not SRC)

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Outstanding Contributor.
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Re: Submit a svcCartItem record

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We had this issue back on SM 9.3 and we believed they were due to SM not gracefully backing out of Signal 11 issues.

Note, HP has assured us that 9.4x fixes this issue and so far, they have been right.

What we did to fix the stranded Interaction was follow the attached steps.

Note that some steps may be particular to our environment, but they should still work.

-Larry-

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Re: Submit a svcCartItem record

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Hello Jtonn,

hope you are doing fine.

 

could you please share exactly the steps to follow? I would like to check if on higher releases is already implemented.

 

 

Carlos Villalobos R
Customer Support Engineer
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Outstanding Contributor.
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Re: Submit a svcCartItem record

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We had this issue back on SM 9.3 and we believed they were due to SM not gracefully backing out of Signal 11 issues.

Note, HP has assured us that 9.4x fixes this issue and so far, they have been right.

What we did to fix the stranded Interaction was follow the attached steps.

Note that some steps may be particular to our environment, but they should still work.

-Larry-

View solution in original post

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Re: Submit a svcCartItem record

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So, what is happening here is a person will select an item and then 'add to cart'.  Instead of going to the view cart/checkout link, the user just closes out opf service manager.

What this does is to create a svcCartItem record without any interaction or related quote.  The svcCartItem record is now just an orphan in the system.

Also, I should say that we are using Service Catalog v9.30 and not the SRC.

It would be great if the cart remains 'active' until the items are either checked out or removed from the cart.

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Re: Submit a svcCartItem record

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Gotcha - sounds like a training issue to me.

Perhaps you could put some warning text on the panels...

-Larry-

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