Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
Service Portal Order Guide does not save data from the options page when navigating across 'Describe Needs' and 'Choose Options' - Known Error
  • >
  • Knowledge Base
  • >
  • Known Error (Knowledge Base)
  • >
  • Service Portal Order Guide does not save data from the options page when navigating across 'Describe Needs' and 'Choose Options'
KB0722969

Service Portal Order Guide does not save data from the options page when navigating across 'Describe Needs' and 'Choose Options'


1030 Views Last updated : Mar 25, 2025 public Copy Permalink
KB Summary by Now Assist

Description

In order to submit an order guide, a user needs to navigate through the pages 'Describe Needs', 'Choose Options', 'Checkout'. It is possible to navigate from 'Choose Options' to 'Describe Needs', then back to 'Choose Options'. Some data gets lost from the 'Choose Options' page when the user navigates from it to 'Describe Needs', and then back to 'Choose Options'.
The issue is not found on regular (UI16) pages, only in Service Portal.

Steps to Reproduce

 

1- Go to the /sp?id=sc_cat_item_guide&sys_id=6690750f4f7b4200086eeed18110c761 page.
2- Fill out the form and click Next.
3- Under "Lenovo - Carbon x1" check the box by 'Adobe Acrobat'.
4- Click the button Previous.
5- Click the button Next.
Notice the checkbox from step 3 is no longer checked.

Workaround

This is expected behaviour and by design of the service portal navigation workflow.


Related Problem: PRB1315775

The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.