Duplicate RITMs created on a REQ - Support and Troubleshooting

Duplicate RITMs created on a REQ Issue

Issue Summary Multiple RITMs created when only 1 item was intended/ordered.

Most Probable Cause Items from the catalog will go to a user's default shopping cart. However, order guides create a separtate shopping cart on the sc_cart table using the sys_id of the order guide as the name of the cart and list the user to identify who owns that cart. If an order guide is started and not completed and a cart is created as mentioned above. If the users begins the same order guide again, the previous items will be apart of the new order. The user is not able to see the existing items in the order guide cart.

Solution Proposed Deleting the shopping carts that are not the default cart will prevent the duplication of items on a request; however, as this is in production, it could affect orders in progress. Additionally, removing the two step process from the order guide will force the items to go into the user's default shopping cart and allow the user to review the cart before checking out.