"Order a Catalog Item (SP)" step fails with "FAILURE: Validations failed. Failed to Order Item" error in Madrid


Description

Symptoms

Not able to run the Service Portal related ATF tests in Madrid instances and getting the "FAILURE: Validations failed. Failed to Order Item"error.

The "Validate Variable Values (SP)" step completes successfully and the "Submit Record Producer (SP)" or "Order a Catalog Item (SP)" step will fail with "FAILURE: Validations failed. Failed to Order Item." error.

In the local host logs, other than the test failed message, not much to understand why it failed:

sysparm_step_result={"success":false,"message":"FAILURE: Validations failed. Failed to Order Item.","start_time":"2019-06-17 18:19:27","end_time":"2019-06-17 18:19:29","outputs":{},"status":"failure","sys_atf_step_sys_id":"64b4de98db35b7c00097176a4896193a"}

 

Release

Madrid

 

Cause

1. ATF steps were failing because the timeout values were not set properly for the validation and submission stages.

2. Service catalog page using a customized widget

 

Resolution

1. It is a good idea to keep 5-10 seconds timeout for those steps, because the steps prior to them may not complete so soon.

Personalize the 'Test Steps' section in the Test and add Timeout column.  Set the timeout value for "Validate Variable Values (SP)" step and the "Submit Record Producer (SP)" or "Order a Catalog Item (SP)" step.

 

 

 

2.  Verify Service catalog page (sc_cat_item) in sp_page table for any customized widgets.  If widget(s) is customized, request the customer to revert it to OOB page and do the testing.