service portal can't select the next button for order guide.

[P_8]

Hi Everyone,

I am facing this issue in Madrid release.

When the order guide form loaded from portal i can see the warning message in console as ""UI Script does not return an object: Conditional Focus".

Again after filling all the details, the next button is not getting redirected to further steps. Everytime i click the next button i can see the warning in console as "(g_form) [NOACTION] Could not find UI Action: submit".

As part other community discussions i changed the g_form.setValue('description', desc.toString());  but still the same issue persists.

could you please suggest any workaround for this issue.

[stuartgriffiths]

Hi.

Following the debug guidance provided in KB0677496 - Debugging Service Portal Widgets. The Advanced Techniques provide methods for adding break points/debug lines to the client controller using Chrome developer tools. From there it was a process of elimination to figure where processing was stopping and a bit of educated guess when I looked more closely at the 'sp.validation.executor' in the scope data object.

The debugging techniques are pretty powerful once you get familiar with them.

Hope that helps.

Regards.

Stuart.

[stuartgriffiths]

Feedback from ServiceNow Technical Support...

Issue: Orlando Upgrade: Issue with Service Portal Order Guide - Next Button Becomes Unresponsive.

We have a known problem: PRB1399497, which was introduced in Orlando Patch 4, addressing the submit issue with Order guides in Service Portal. I have attached the problem ticket to the case.

Alternate Solution:

1 - Navigate to the list of validators
2- Filter those with UI Type ServicePortal
3 - Make the Validators for Date and Date Time active false.

Turning off the validation script will disable the validation on the date field. It will work as expected.

This workaround will work if you started to run into this issue just after upgrading to OP4 and Paris.

Hope this helps.

[Anuj7]

Hey stuart,

Is there any impact on the system or other things after Made the Validators for Date and Date Time active false.

[stuartgriffiths]

Hi.

To confirm, this alternate solution was provided by ServiceNow support. We have not encountered any other issues as a result of deploying this workaround.

Regards.

[Sam198]

Hi Stuart,

I am having same problem now with Order Guide, next button is unresponsive.

I tried to search above provided PRB1399497 but i am not finding it, even tried logged on to HI portal it does not find it, did the technical support provided any url to the PRB or KB that you can share?