I’m using SailPoint plugin with service now for requesting access to SailPoint access profiles.
This has been working well until we discovered that for some users the ticket on service now is not being created, they got the message “Record created successfully. Refer your cart is not empty! Successfully added Manage Access to cart. Please proceed to you cart for ordering. for more details”.
Have you ever experienced something similar?
Any guidance or advice to address this issue would be greatly appreciated.
The message indicates that the request is being added to the ServiceNow cart successfully, but it doesn’t look like the order is actually being submitted. Since the issue is happening only for a few users, I’d start by checking if they already have pending items in their ServiceNow cart or if there are any user-specific restrictions (roles, user criteria, ACLs, or catalog policies) preventing the checkout. Also, compare a working user with an affected user to see if there are any differences. Finally, review the ServiceNow and plugin logs to identify where the request is stopping.
The users facing the issue don’t have pending items in their ServiceNow cart and we also compared these users with other users and apparently no differences between them. I will check if there is any user-specific restrictions.
Hello Manuel, since you already confirmed there are no pending items visible in the cart and no obvious differences between the affected and working users, I would check the ServiceNow cart records directly. The validation passed and the item got added to the cart, but the cart doesn’t seem to have been submitted, so no REQ/RITM was created and the request never reached ISC.
I would first check the sc_cart and sc_cart_item tables for the affected users. Sometimes a cart item can still exist in the tables even when it’s not visible in the cart UI. If those look clean, check the ServiceNow property glide.sc.checkout.twostep. When two-step checkout is enabled, the item gets added to the cart but ServiceNow waits for the user to complete the final Submit Order step before creating the REQ/RITM.
Since this is only happening for some users, also confirm whether they’re using Employee Center instead of Service Portal. Employee Center doesn’t expose the shopping cart by default unless it’s enabled.
Quickest way to confirm: impersonate one affected user, submit the request through the same page, and immediately check sc_cart, sc_cart_item, sc_request, and sc_req_item. If the cart item exists but there’s no REQ/RITM, the problem is in the ServiceNow checkout flow.
I would also compare the SailPoint Record Producer and Review & Submit widgets with the current out-of-box versions. If the widgets were cloned, customized, or the app was upgraded, the cart submission logic may not have picked up the latest changes.
