I was logging in the business rule and I know it was running. By logging at several parts, I know it was not getting into the GlideRecord query. I think this is because the Service Portal (at least on Helsinki) does not use a cart concept and so the GlideRecord of sc_cart is not applicable.

For now, I went a different route. I am using it for an Application Access order guide and every item has the same variable set. As such, I’m using a shared variable to store the value and then firing a business rule to populate it on the sc_req_item table.

Thanks for taking a look,
-Alex

I’d check your error logs to see if there are any errors or warnings associated to having that script run. I’d guess that the issue is that the business rules aren’t being processed at all. You could verify that by changing it so that it did nothing more than log out to the system log.

SN currently has a problem logged where the OOB order guide field on sc_req_item is not being set when the order guide is accessed through the Service Portal; their intended fix isn’t scheduled until Jakarta at this point…

As a result, I tried to use the solution here and it does not do the trick when ordering in the Service Portal. Any idea why? Could it be related to current_guide? In the classic UI, the business rule fires and populates the field.

Kindly,
Alex

I think you might still be confused. You shouldn’t have to do anything at all to get it to work. ServiceNow should already have the code in place and the field to record the value in. If it’s not working in a Helsinki system then you should contact ServiceNow support to fix it for you.

Ah, I found it (https://docs.servicenow.com/bundle/helsinki-it-service-management/page/product/service-catalog-management/task/t_OrderProcess.html) Now I just need to figure out how to write that back up to the Request before insert. Should be do-able. Thanks as always.

I don’t know the specifics of how they’re recording it, but I know that they’ve added an ‘Order Guide’ field as indicated at the top of this article to store that value in.

O ok, awesome thanks. We’re currently using this on Helsinki and I think we’re seeing some of those exceptions where it’s not captured 100% of the time. How is SN tracking it now in Helsinki?

Nothing gets broken with Helsinki, and this solution will still work. It’s just not necessary in Helsinki because ServiceNow tracks it for you.

I see your note about this being discontinued with Helsinki…..do you have any suggestions for a new solution? Also, just curious, what changed with Helsinki that breaks this.

Thanks, Bryan

Nate, there is an ‘active’ field in sc_cart_item. You’ll find that the order guide itemsto the cart added at the point of clicking “Choose Options” but are false until you click checkout. Just add the line ‘itm.addActiveQuery();’ to the populate order guide business rule before ‘itm.query();’