Order Guide Reference Variable Cascading

[McGuire6799]

I am creating an order guide for new hardware request that contains our 5 different types of hardware. I have created 2 variable sets, one for new user information and one for working location/shipping information. I have these variable sets assigned to both the order guide and the 5 individual catalog items. I have the rule base set to cascade the information from the order guide variables down to the catalog item variables, and for the most part it works.

I have an issue where the "reference" type variables as well as the "date/time" variable clear when I go from "Describe Needs" to "Choose Options" for these 3 variables. The other variables are either multiple choice, select box, or single line text. When I go back to the "Describe Needs" section these fields are now blank again.

I have checked for UI policies to clear the variable value and I don't have any that do this. Has anyone seen this before and have a potential cause/solution?

[tiagomacul]

This is a known behavior that often relates to how the Order Guide's Cascade Variables feature handles specific data types or how the variable sets are being interpreted by the browser.

Since you've already ruled out UI Policies, here are the most likely causes and solutions:

1. Variable Name Consistency (The 'Same Name' Rule) Ensure that the variables in your Variable Sets have the exact same internal Name (not just the Label) as they appear in the Order Guide and the Catalog Items. If there is a slight mismatch in the backend name, the cascading will fail for complex types like Reference or Date/Time.

https://concurrency.com/blog/servicenow-order-guides-cascading-variables/

https://www.servicenow.com/community/itsm-forum/order-guide-gt-catalog-item/m-p/676590

https://www.servicenow.com/community/itsm-forum/what-is-the-use-of-rule-base-in-order-guide/m-p/5150...

2. Check for Default Values or OnLoad Client Scripts

• Default Values: Sometimes a default value on the individual Catalog Item variables can 'overwrite' the cascaded value with a null/blank during the load of the 'Choose Options' page.

• Client Scripts: Check for onLoad Client Scripts on the individual Catalog Items. Even if they don't explicitly clear the field, a script that tries to manipul

[McGuire6799]

I am using the same variable set for both the order guide and the catalog item so I am 100% sure the names are correct letter for letter. I have also been able to rule out any default values and/or client scripts.