Order guide not showing under category in service portal only

[Sandy7]

Hello,

I have a new Order Guide I created. In our Dev instance it's fine. However when I moved to our Test instance, it isn't showing under the specified category. nor is it searchable..

In "non portal' ServiceNow, it's visible under the category and searchable.. here is the configuration. I can't figure out why it works in one instance but not the other.. Any ideas? THanks

[Allen Andreas]

Hello,

Is this screenshot from your Test instance or still from Dev and you're just showing us the settings?

You'd want to confirm everything by going to the Order Guide within your Test instance and double-checking everything. Ensure the category is actually there on your Test instance, etc.

You may want to try to clear the instance cache by typing: cache.do and pressing enter in left-hand navigation, then logout and log back in and see if it now appears?

From just a basic understanding of what you've done, it should show if it's associated to that category. You can also verify if there's some sort of user criteria specified that is preventing it from showing on the portal, try with a different user, etc. We don't know all the background on what you may have done regarding any customizations.

As it's a reach, but you could have a custom widget that is preventing order guides or certain order guides from showing...there's many reasons why. Please check all the above.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Sandy7]

Hi the screenshot is from Test, but it's the same in both Dev and Test. 

So the Category is definitely there, and something else I noticed was in Test - within the category this Order Guide should be in, it says "14" (in Test).. then I click on the Category and there's only 13.See screenshot below. So for some reason, it shows here on the summary view but not when that link is clicked.

I did clear the cache/log out and that didn't do the trick. Any other suggestions? I will keep researching..

thanks!

[Allen Andreas]

Hi,

I had mentioned a few other thing sin my reply above. Do you have any user criteria specified for this category or order guide? Roles, etc?

The widget that shows up with the items after you click the category, is that a custom widget that could be causing issues?

When that widget loads with the items and you press ctrl+right-click is that a custom widget?

You'd want to check things like that.

Please mark reply as Helpful/Correct, if applicable. Thanks!