Ordering on 2nd Lookup select box not working (Service Portal error only)

[Deborah Hill]

Hi

I have a portal page that the user makes a choice of country on the Describe Needs page and this is cascaded through to Choose Options and successfully limits options in Lookup select box 1. This lookup is also in the correct order.

There is a 2nd Lookup select box on the Choose Options page which is successfully limited by the choice in box 1 BUT this box does not display results in the correct order.

I've checked the SQL. The order is done by ref qual including + '^ORDERBYorder'; and Var attributes including ref_ac_order_by=order (I've checked the table definition that it is order not u_order). Additionally if I replace order with something else to order by that does not work either. It is always ordered by name.

Anyone any ideas? Or is there a PRB open for this?

[EDIT] Also it's worth noting that if I do the order guide within the platform the order on my second variable is correct.

[EDIT2] Attached the full explanation and screenshots from my PDI (see docx) showing the order working on platform view but not in portal view. I have approached our instance admin to open a HI Ticket. Will update if this is raised and any fixes.

thanks

Debbie

[Anil Lande]

Hi,

Can you please share configuration of your 2nd Variable?

[Sandeep Rajput]

@Deborah Hill Please share the screenshot of the reference qualifier of your second variable. Ideally ref_ac_order_by=order should be able to order the fields in the correct order. If this is not working you can also try using ref_sequence=order. 

Please refer to this support article for more details https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0535733.

Hope this helps.

[Deborah Hill]

Hi

The control is not using Choice so this article doesn't help unfortunately although I did previously try it out through sheer desperation!

thanks for replying

Debbie

[Deborah Hill]

@Anil Lande @Sandeep Rajput  Here's a screenshot which I probably should have attached originally. The variable is a Lookup Select Box. Thanks, Debbie