Service Portal Order Guide occasionally creates multiple requests

[Matthew Glenn]

Hello all,

Currently on Helsinki patch 3 hotfix 7 and am running into an issue where Order Guides submitted via the Service Portal will (occasionally) create multiple, duplicate requests. By that I mean, if a user fills out an Order Guide and a laptop, mouse, and keyboard are selected, we'll have 2 (or more) separate requests, each with their own workflows, approvals, and RITMs. I've seen some instances where as many as 7 requests were created form one submissions.

I've done a few basic modifications to the 'SC Order Guide' widget, but it's all been UI changes to the 'summary' area. Nothing I could imagine causing this

There doesn't appear to be any specific item that is common across these duplicates, it just happens at random. I can take a request that was created multiple times and resubmit it from scratch with the exact same options, and there is no duplicate submission.

Has anyone seen anything like this? Or have an idea of where to begin?

I've opened a case with HI but they haven't been able to find anything yet.

[oharel]

OK, so two questions:

1. Does this happen when you go the order guide itself and click on Try it? If no, then it is related to the widget or the portal. If yes, then - 2:

2. Do you have any scripts at all - client scripts and BRs - in the OG?

harel

[Matthew Glenn]

I have not been able to recreate the issue outside of the Portal using the standard UI, so my assumption is that this is an issue with the widget/portal, as you stated.

I've added a few Client Scripts to this Order Guide and a few BR's, but nothing that would cause this behavior. I'm just doing the standard showing/hiding elements and setting values.

[oharel]

Can you undo the changes you did to the summary area and retry?

harel

[tatianasanchez]

Hello,

Did you find a solution for this?