The Road to Kingston: Order Guides (Part 3 of 3)

This is a 3 part series that will take a deeper look at the new Service Portal features found in the Kingston release. In case you missed part 1 or 2, checkout the link below.

Part 1 – Announcements
Part 2 – Route Maps
Part 3 – Order Guides

Link to official ServiceNow documentation

Order Guides

The new order guide widget provides a greatly improved user experience over the prior versions of the widget.


Along with an improved UI, it also adds some new capabilities:

  • Wizard like interface
  • Support for attachments
  • Removing catalog items from the request


The new order guide widget is enabled by default

Instance Options

  • Title
    This does not appear to do anything
  • Bootstrap color
    This does not appear to do anything
  • Compact Mode
    Displays only one tab at a time for better rendering on lower resolution devices
  • Enable Show More/Less for Order Guide description on Mobile
    Enables the Show More or Show Less options for the description of the order guide or the associated catalog items in the mobile view. This enabled by default.


  1. Reminds me of the old ess system except now you have a list of whats NOT included, which is just odd.

    Do the guides still support Rules or is everything selected by default?

  2. Curious, this is not what I see in Kingston SP. There is no “Describe Needs” -> “Choose Options” -> “Summary” flow. It’s just one long page. There is no wizard like interface. Do I need to change something to make this happen?

    1. You need to change your order guide widget instance to use the new order guide widget. It defaults to the deprecated order guide widget.

  3. Love the new order guide widget but I’m having an issue where the variables of all the included items are read only if they have a ‘write role’ set.

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