Easiest way to remove 'Popular items' form from Service Portal?

[henrikloman]

Hi Community,

Need to do a minor change in workflow in our Service Portal and thought best to ask advice first.

At the moment when our launch the Service Portal they are met with the standard questions such as 'Would you like to make a request, log an incident etc.). When choosing the 'Make a request' button' they launch the 'Service Catalog' which on the left side show the 'Categories' (we have one called: 'Can we help you?') and in the body the 'Popular Items'.

I would like for the 'Popular items'  form not to load (as we do not want to use this) but user instead seeing the items we have under the Category ''Can we help you?':

Do I do this in the '

Service Portal 'Designer' or 'Page Editor' and what do I need to think of while doing this?

Grateful for feedback,

Cheers,
Henrik

[Matthew Smith]

Hi Henrik

I find it easiest to make these kinds of changes using the designer. The first thing you want to do is find the sc_home page, hover over the Popular Items widget and click on the 'bin' icon.

The next thing will be to create a clone of the 'SC Categories Page' Widget and edit the Server Script so that the first lines are now:

(function() {
data.category_id = 'theSysIDofYourCategory';

Then add your cloned widget to the page using the designer.

Hope it helps.

Matt

[henrikloman]

Hi Matt,

Big thank you for your feedback:)

Question, getting a bit nervous deleting the Popular Items widget as the customer might change there mind and need it in the future. If they would change their mind, how easy is it to implement the Popular Items widget again?

If easy then I will feel safe to give it a go:)

I can find the 'sc_home' page and the bin, but where exactly will I update the script you mentioned?

Cheers again Matt!

Henrik

[Matthew Smith · Accepted solution]

No problem. The bin icon will only delete the widget from the page, so can be re-added at any point by dragging from the Widget list on the left hand side.

First you need to clone the SC Category Page widget by doing the following: 

Service Portal Configuration > Widget Editor > Edit existing > Select SC Category Page > Click the 3 lines at the top right and choose 'Clone SC Category Page' > name the widget whatever > Submit > Then edit the first two lines of the Server Script section. 

Then add your cloned widget to the sc_home page, where Popular items was.

Let me know if anything is unclear!

Matt

[henrikloman]

Hi Matt,

Thanks again:) Believe I am almost there:

- Cloned the SC Category Page (called it CH - Category Page)

- Added the sys_id for the only category record we have [Can We Help You?] -[e15706fc0a0a0aa7007fc21e1ab70c2f] to the Server Script.

Here I get an error and believe due to not removing some script before adding the part you provided. Question is, do I just remove the duplicate 'function' row, or more under it?

When Script in order I guess just bin old widget and replace with the one above?:)

Cheers,

Henrik