SC Order Guide does not show Choose Options and Toggle buttons in Service Portal

[joymorales]

Hi Team.

I created an Order Guide in my personal (PER) instance and it worked well in the Platform UI and Service Portal.  I created it in the DEV instance exactly as it is in the PER instance.  However, now when I test the DEV version Order Guide in Service Portal, I do not get the "Choose Options" section.  The catalog items are listed in a section named "Included Items" below the "Describe Needs" section.  There are also no toggle buttons for them.  The PER instance Order Guide shows the "Describe Needs", "Choose Options"  and "Summary" banner across the top and under Choose Options, the items are listed with toggle buttons.

Both instances are on the Paris version.

In trying to troubleshoot, I opened the Order Guide record and attempted to disable the "Show Include Toggle" option to see if by disabling and re-enabling it would resolve the issue. But, I cannot disable the option.  Every time I tried to uncheck the checkbox and Save the record, the box automatically reverted back to being checked.

Also, the DEV instance Order Guide record has the tab named "Included Items", but in the PER instance Order Guide, the tab is named "Rule base".

Any suggestions will be greatly appreciated.

Thank you.

[Sai Kumar B]

Hi @joymorales  

Please check if there are any business rules running on order guide table that unchecks the "Show Include Toggle" option.

Best Regards,

Sai Kumar

[joymorales]

Hello Sai.  Thanks for responding.  I looked and there is not a business rule running on the Order Guide that unchecks the option or that keeps it checked.

[joymorales · Accepted solution]

Issues resolved.

I reached out to ServiceNow Support (support.servicenow.com) and they helped me resolve the issues.

1. For the Order Guide Choose Options, I navigated through Service Portal > Widget Instances and opened the SC Order Guide widget (Package: Service Portal - Service Catalog (do not activate - see plugin description)).  In the Widget tab, selected "SC Order Guide" in the Widget field.  It was set to "SC Order Guide Deprecated".

2. For the inability to uncheck the "Show Include Toggles" checkbox in the Order Guide record, I had the checkbox on it twice.  In Configure > Form Layout, I removed the checkbox from the top section and kept the checkbox in the Service Portal section at the bottom (which is visible by default).  After doing this, I was able to do it.

Just wanted to share in case this is helpful to someone else.

Thanks.

[amarnathsundara]

Awesome! It worked for me and this is the only page that talks about it.