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.

[koliva]

We have had a similar issue for years and this was prior to us using the service portal.

I have 2 order guides used for onboarding. I think I've seen it in both where it creates 1 REQ, but some or all of the RITMs are duplicated.  On an occasion, I may have seen the RITMs tripled.  I have reported this to both HI and Crossfuze several times and nobody has been able to figure it out. 

[Michal28]

Hey,

Did any one found a solution for this issue? we are facing the same problem. 

For us it seems to happen before we started using the SP so I dont think it's related to widgets.

Thanks