Record producer submitted within an Order Guide via Service Portal redirects to a page with no information about the submitted request - Support and Troubleshooting

Record producer submitted within an Order Guide via Service Portal redirects to a page with no information about the submitted request Issue  Symptoms After submitting a record producer with the SC Order Guide widget, the user is redirected to:

https://[instance-name].service-now.com/sp?id=requests

However, this page does not contain info about the newly submitted request, and thus the user does not know whether the ticket was submitted successfully or not

Release All

Cause One of the causes may be that the record producer(s) in the order guide is linked to a custom table or any other table besides the OOB Incident table.

After submitting an order with the OOB SC Order Guide widget, there are only two possible scenarios in which information about the newly submitted items will be displayed. The first one is if submitted items came from sc_cat_item table. The second is if the order guide is used in a record producer linked to the OOB Incident table.

Resolution While this may fall outside of scope of technical support to assist with, customers can code new logic in the SC Order Guide widget controller to redirect to a page containing information about the newly submitted record from a custom table.