Content Item with an Order Guide

[prabhmeet]

Hi,

I am new to ServiceNow and I have created an order guide which is visible and working on ESS and Service Portal.

I have been told that it is required to make a content item (having link to the Order guide) also with the order guide so that it is visible on the Service Portal? 

Is this correct? Why is this required because the Order Guide is visible on its own.

[Barbara L - Gli · Accepted solution]

Hi,

I believe there is a field on the order guide record called "Hide on Service Portal", this is what ought to control its availability on Service Portal. If it's selected, the order guide is not visible in Service Portal. It looks like this became on option in the Kingston release according to the docs. 

Content items wouldn't typically link to something like an order guide or another catalog item, it's meant to provide the user with information instead of a request. It would typically direct the user to something like a knowledge article, or a document outside of ServiceNow.

It really shouldn't be necessary to do anything with a content item to make an order guide visible on portal, but each instance will be a little different, and depending on what version you're running it could behave a little different on portal. The best thing to do to know it's visible and behaving the way you expect it to is to impersonate people and test test test in your dev or test instance! Then you'll know what issues you may have and can go about getting around them. 

Perhaps using a link in a content item is a way others have gotten around a bug in the past of the order guide not showing up on portal. You'll just have to see what's working and whether that's really necessary anymore.

Hope this helps!

[prabhmeet]

Thanks Barbara