Guided Tours on WSD Reservations

joecurry105 · 3 weeks ago

I'm attempting to build a guided tour for our Room & Desk booking system using WSD. It works fine on wsd_search but after selecting a space to reserve and navigating to wsd_reservation, I get the tour abandoned message.

I assume this is something to do with the fact that when the tour was built using the designer, it had mapped to a specific reservation, rather than the page itself. I'm just wondering if anyone knows how to get around this?

I was going to just create a separate tour for wsd_reservation but then it doesn't show all the relevant fields as wsd_reservation gets mostly populated by the space being reserved.

I don't necessarily need to put any information about the selected space as this could differ greatly, but I do need to put something against the additional details captured by the record producer, and the "this reservation is for" field.

The same issue applies to wsd_reservation_summary where I can't build a tour as the default page has no information to go against.

Any help to get around this issue would be appreciated.

Abhishek Pal · 3 weeks ago

Hi @joecurry105 ,

Based on your requirement, I would not create or clone separate copies of wsd_reservation or wsd_reservation_summary.

The better approach is to keep the OOB WSD pages and configure the Guided Tour so that it follows the normal reservation flow:

wsd_search
to
wsd_reservation
to
wsd_reservation_summary

From what you described, the tour becoming abandoned after clicking "Reserve this space" is most likely related to the navigation trigger, URL context, or the tour not being able to identify the expected element on the next page.

Recommended approach:

Verify the Guided Tour configuration

Navigate to:

Guided Tour Designer > Guided Tours

Open the tour and verify:

Tour Type: Service Portal

SP Portal: Your WSD portal

SP Page: wsd_search

Review Additional URL Parameters

Check the Additional URL Parameters field on the Guided Tour record.

If it contains a specific reservation or space sys_id, for example:

sys_id=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

or another parameter that identifies only the test reservation you used while creating the tour, remove it unless the tour is intentionally meant for that one record.

ServiceNow uses Additional URL Parameters when a Service Portal tour needs to start for a specific widget, record, or view.

For your requirement, the tour should be reusable across different reservable spaces and should not be tied to one room or reservation.

Configure the "Reserve this space" step with Click the Element

Open the tour using Edit with Designer.

Start from wsd_search.

For the step where the employee selects "Reserve this space", attach the callout to the actual clickable element.

Set the trigger to:

Click the Element

Do not use the normal Next Button trigger for this navigation step.

ServiceNow specifically documents Click the Element for cases where selecting the targeted element advances the tour, including scenarios where the next Guided Tour step needs to display on a different page after clicking a link.

The expected behavior should be:

wsd_search

User clicks "Reserve this space"

wsd_reservation loads

The next Guided Tour step continues on the reservation page

Create the reservation-page step through the actual WSD navigation

Do not directly open wsd_reservation with an empty or unrelated reservation context.

While editing the same tour:

Start from wsd_search.

Select a test space.

Click "Reserve this space".

Allow WSD to navigate naturally to wsd_reservation.

Once the reservation page has loaded, create the next Guided Tour step against the element that should be highlighted.

This is important because the content of wsd_reservation is generated according to the selected reservable space.

Use stable elements on wsd_reservation

ServiceNow Guided Tours must be able to identify the element that a callout points to when the tour runs again.

Therefore, avoid attaching the tour to values that change for each reservation, such as:

A specific room name

A specific reservation number

A particular sys_id

Dynamic text that only exists for one reservable space

Instead, use stable elements such as:

This reservation is for

Additional details

A stable section heading

A consistent button

A stable parent container

This allows the same tour to work when a different reservable space is selected.

Handle the Additional Details section carefully

The fields displayed under Additional Details can vary depending on the Reservable Module and Record Producer configuration.

Because of that, I would not create separate WSD pages just to support the Guided Tour.

If the individual dynamic fields cannot be reliably selected in Guided Tour Designer, attach the callout to the stable Additional Details section or its parent container.

For example, the Guided Tour message can say:

Complete the additional information required for this reservation. The fields displayed here may vary depending on the selected space or reservation type.

This keeps the tour reusable without hard-coding individual dynamic fields.

Continue the same approach to wsd_reservation_summary

When the employee performs the action that navigates from:

wsd_reservation

to:

wsd_reservation_summary

attach the Guided Tour step to the actual navigation element and use the appropriate trigger.

Allow WSD to load the summary page naturally and then create the next Guided Tour step against a stable element on that page.

There is no need to clone the summary page simply because the URL changes.

Check whether the Guided Tour can uniquely identify the target element

This is particularly important for custom or dynamically generated Service Portal elements.

ServiceNow documents that Guided Tours must be able to recognize the elements targeted by callouts.

Service Portal elements can use unique identifiers such as:

data-gtd-eid

or:

data-id

If the Additional Details element is completely dynamic and Guided Tour Designer cannot consistently find it for different reservations, inspect whether the element has a stable unique identifier.

I would first try targeting a stable parent container before making any customization.

Check Page Route Maps

If the tour still becomes abandoned after navigating to wsd_reservation, check:

Service Portal > Page Route Maps

ServiceNow notes that if Service Portal uses Page Route Maps, Guided Tours may not appear as expected when the tour is configured against a page that is being redirected.

Verify whether:

wsd_reservation

or:

wsd_reservation_summary

is being redirected to another page.

If it is, make sure the Guided Tour is being built against the page that is actually rendered.

Verify Service Portal Guided Tours are enabled

Navigate to:

sys_properties.list

Verify the following property:

com.snc.guided_tours.sp.enable

The value should be:

true

This property enables Guided Tours on Service Portal pages.

Test with multiple reservable spaces

After configuration, test the same Guided Tour with at least two different spaces.

Test 1:

wsd_search

Select Space A

Click Reserve this space

wsd_reservation

Complete the reservation

wsd_reservation_summary

Test 2:

wsd_search

Select Space B

Click Reserve this space

wsd_reservation

Complete the reservation

wsd_reservation_summary

If the same Guided Tour works for both, you have confirmed that the implementation is page-based and not tied to a particular reservation.

Final recommendation:

I would keep the OOB WSD pages intact.

Do not clone wsd_reservation or wsd_reservation_summary just to support the Guided Tour.

First correct the navigation trigger, remove any reservation-specific URL parameters, use stable target elements, verify Page Route Maps, and confirm the Service Portal Guided Tour property is enabled.

Only if the dynamic Additional Details section has no stable element that Guided Tour Designer can identify would I consider a small targeted customization to provide a unique identifier.

I would avoid cloning the complete OOB WSD page because that creates unnecessary maintenance and upgrade impact.

References:

ServiceNow Documentation - GTD triggers
https://www.servicenow.com/docs/r/platform-user-interface/adoption-services/guided-tour-triggers.htm...

ServiceNow Documentation - Edit Guided Tours
https://www.servicenow.com/docs/r/platform-user-interface/adoption-services/edit-guided-tour.html

ServiceNow Documentation - Create Guided Tours
https://www.servicenow.com/docs/r/platform-user-interface/adoption-services/add-guided-tour.html

ServiceNow Documentation - Enable Guided Tours
https://www.servicenow.com/docs/r/platform-user-interface/adoption-services/activate-guidedtours-ser...

ServiceNow Documentation - Create Guided Tour to Explore Service Portal Home Page
https://www.servicenow.com/docs/r/platform-user-interface/adoption-services/usecase-create-guide-tou...

Hope this helps!

If this resolves the issue, please mark the response as Helpful and Accept as Solution so it can help others with the same requirement.

Kind Regards,
Abhishek Pal