Service Portal Order Guide Cascade Not Working Intermittently

[Matthew Glenn]

In London patch 6, we're experiencing an issue where our Order Guide widget (the out-of box widget-sc-order-guide-v2), will on occasion NOT cascade variables from the Describe Needs tab to Choose Options. 

The Order Guide and catalog items are set up properly, with the "Cascade Variables" checkbox set on the Order Guide and the variable names match between the Order Guide and all items. 

However, from time to time, we'll see those variables not cascade in a very one-off manner. By that I mean, we see it happen (not cascade), hit the previous button on the form, then hit the Next button and the variable will have cascaded properly. 

There are a number of Client Scripts/UI Actions that are running onLoad of the items, but there's nothing setting/clearing the value of the cascaded variables, only scripts/policies that are trying to perform an AJAX call based on the value of the cascaded variables. 

Has anyone else seen this? I've yet to contact HI about this, as this issue isn't easily reproduced. It just happens. I wanted to see if the community had an answer first. 

Hopefully someone out there can assist

[Matthew Glenn · Accepted solution]

In case anyone runs into this issue, it's documented under KB0717851

[cucinelm]

We have are looking into using order guides in our hardware catalog and have run into this issue.  I'd say about 75% of the time variables are not cascading over from tab to tab.  The KB article provided in the accepted solution does not load for us once logged into HI.  It says we do not have sufficient privileges.  I have had our admin's check, that work in HI on a regular basis, and they cannot access either.  Can anyone provide a summary of the solution or information that was provided?  We are on Paris, patch 4.

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