Service Portal Request Summary stage

[DClayton1]

Hi,

I am setting up a very OOB instance and noticed that from the portal there is a Request Summary page that displays my recently ordered catalog item. The stage listed here is 'Request Approval' 

However, when I refer back to the request item in the UI, it shows the correct stage 'Waiting for Approval'

I want the portal page to display the correct stage name, where is it getting this other value from?

Thanks for your help

[Sam Dey1]

Hi,

I came up with this same issue as well. 

So in the Request Summary page if you refresh after say 5-6 seconds then the actual Stage becomes visible (if you are setting up any other stage via Workflow/Flow Designer). 

I did some digging, and this is possibly coming from the Default Stage table and rendered and based from the default Stage Set Entry record.

But changing the 'request_approved' Stage value ends up in corrupting the entire Workflow/Flow contexts as this value "request_approved" is being used in multiple OOTB Script Include to verify and monitor the Stage Progression. 

So I ended up hiding the Stage in the widget. But recently after Paris - patch 7 update the Stage now seems to be setting up as "Initiating" before it gets set as the actual one that I have set from Flow. 

Hope this helps you. 

Cheers,

Sam

[DClayton1]

Thanks for the recommendation.
I upgraded to Paris Patch 6 and didn't notice any change in behaviour to the widget.
Other than logging with ServiceNow I'm not sure what else can be done here.

[blairf]

@Sam Dey you wrote "So I ended up hiding the Stage in the widget."

Can you tell me steps to do this?

We upgraded to Paris last week, and it seems to me the Request Summary did not appear previous to Paris.

regards, Blair

[Sam Dey1]

Hi @blairf 

So to do this you would need an admin access. 

All you need to do is open any of the Request ticket in portal. 

Press CTRL and right click on any part of the widget that shows the summary and click on "Instance Options' - 

This will open up the options for the widget - 

In there un-check the "Display Stage" option and that will ensure that the Stage doesnot show up.

Cheers,

Sam

Mark correct/helpful if this helped you 🙂