Catalog Item Workflows Not Triggering When Submitted via Order Guide

Hello everyone,

I’m encountering an issue in my ServiceNow instance involving an Order Guide and the workflows attached to the catalog items within it.

What I Have:

• An Order Guide that drives its own workflow successfully when submitted.

• Several catalog items included in the Order Guide, each connected to its own unique workflow. When submitted directly through the Service Portal, these catalog item workflows execute as expected.

The Issue:

• When the same catalog items are submitted via the Order Guide:

   

  • The Order Guide’s workflow runs as intended.

  • However, the workflow associated with each catalog item (RITM-level) does not trigger—it seems to be skipped or removed entirely.

Troubleshooting Steps Taken:

• Confirmed that the catalog item workflows run correctly when submitted standalone.

• Verified that no alternate flows are interfering with or preempting the catalog item workflows.

• Observed that the RITMs created via the Order Guide are not picking up or executing their assigned workflows.

Questions: 

1. Has anyone else experienced a scenario where catalog item workflows failed to trigger when initiated from an Order Guide?

2. Are there known configuration steps or requirements to ensure that RITM-level workflows run when catalog items are ordered within an Order Guide? Please let me know if there's any solution.

Thanks,

Nipan