Order Guide Creating Single RITM Instead of Multiple RITMs Based on Catalog Items – Works in DEV but

[Aditya02]

Hello all,

I have an Order Guide [name: Laptop Bundle(Leased)] in ServiceNow that is supposed to create individual RITMs for each selected catalog item. The behavior works as expected in the DEV instance, where each catalog item generates its own RITM with the appropriate request category and workflow.

However, in the PROD instance, a single RITM is being created under the Order Guide name instead of creating separate RITMs for each catalog item. This is preventing the correct workflow from triggering based on the catalog items.

Expected Behavior:

• Each selected catalog item should generate its own RITM with the appropriate name and request category.
• The RITM workflow should trigger based on the category set by the business rule.

Current Behavior in PROD:

• A single RITM is being created under the Order Guide name, not the individual catalog item names.
• The workflow is not triggering as expected because the RITM is associated with the Order Guide instead of the selected catalog items.
• The same configuration and business rule logic are working correctly in DEV.

This is  in prod: 

This is in dev:

[Anandini · Accepted solution]

Hello @Aditya02 ,

We faced a similar problem — it's related to the catalog role.

If a user submits a request from search results, even if it's an Order Guide, it behaves like a single catalog item and creates only an RITM.

But if submitted from the catalog list, it works fine.

Reason:

Order Guides use the sc_cat_item_guide page, while regular items use sc_cat_item. Without the catalog role, users may not access the guide page from search, causing the issue.

Fix:  Ensure users have the catalog role to access the correct page via search.

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If this helped, kindly like and mark as correct.

Thanks & Regards,

Anandini