tour abandoned

[Alan J_ Robinso]

I created a guided tour, just to see if I could do it.  Pretty easy, it gets easier every time.  However, when I run a specific tour "Order an Apple iPad 3 from Service Catalog via Service Portal", I periodically get a red error banner that says "Tour was abandoned".  It doesn't always trigger and it seems to happen near the end of the tour but not always at the same step.  I cannot find any information within the Community about this error message.  It may be a new thing.

Has anyone else had this issue?  If so, how did you handle it?  I have attached a screenshot of the error; it doesn't stay on the screen very long, so I had to use print screen and be quick about it.

Please advise.  Thank you!

- Alan J. Robinson

  Integrated Solutions Management

  arobinson@ism4it.com

[Alan J_ Robinso]

I tried to find the source of the error message in the screenshot I attached to this thread.  I found a script include named "GTAnalyticsController".  I think this is where the error message comes from, but I still can't figure out why the error message is triggering.  I am still digging. 

[anupam_singh]

Hi Alan,

Thanks for posting on the community!

Tour abandonment generally occurs when the page name on the step mismatches with the page name on the browser during tour playback.

If you could provide me with a bit more details, I might be able to help you. Please let me know the following:

1) Which version?  I am assuming London Patch 0

2) What are the steps, where are they placed and what are the events attached?

3) Is this behavior observed only for a particular tour or all tours?

You can post it here or send an email to anupam.singh@servicenow.com.

Thanks

Anupam

[Alan J_ Robinso]

Anupam, thank you for your reply.

"1) Which version?  I am assuming London Patch 0"

My personal developer's instance is London.

I am using Guided Tours 1.0.0.

I am using Guided Tour Designer 3.2.15.

"2) What are the steps, where are they placed and what are the events attached?"

Here is a screenshot of all of the steps in this Guided Tour.

"3) Is this behavior observed only for a particular tour or all tours?"

I have created 2 tours, one in the platform and one in Service Portal.  The issue occurs only in the Service Portal tour, not every time the tour is run and it only seems to trigger within the last 2 steps.

Thanks again!

[anupam_singh]

Alan thanks for providing the details.

Here are some options you can try:

1. When we click on the ‘Checkout’ button - Step 7, a new page opens up. Probably thats why the conclusion is not showing up. So you can try either of the following;

     a) Remove the conclusion step, or

     b) Add a simple intermediate step before the conclusion step, on the new page that opens up after you click on the 'checkout' button.

2. Perform this step IF and only IF the above step does not resolve your problem.

    a) Click the 'Guided Tours' link on the 'Navigation Pane'. It should take you to a List of tours. Click on your tour - to open the tour on a form view.

    b) On the tour form view, scroll down to the list of steps. Click on step 7 - to open the 7th step in a form view.

    c) Now search for the 'Other' tab and click on it.

    d) Ensure the 'implicit' checkbox is selected for the step.

Please do let me know if it resolved your problem.