It could be due to a configuration or data issue. Here are a few possible causes and solutions:
Incorrect Widget Configuration:
Ensure that the "Popular Topics" widget is properly configured for each ESC portal.
Check the widget instance properties to make sure the correct taxonomy is selected for each portal.
Verify that the widget is using the correct data source and taxonomy field mappings.
Taxonomy Data Discrepancy:
Double-check that the correct taxonomy categories and items are assigned to each ESC portal.
Verify that the taxonomy data is properly maintained and consistent across both portals.
Check if there are any differences or conflicts in the taxonomy data between the two portals.
Cache or Indexing Issue:
Clear the cache for both ESC portals to ensure the widget is fetching the latest data.
Run a full reindexing of the taxonomy data to make sure it is correctly indexed for search and display.
Customizations or Scripting:
Review any customizations or scripts that may be affecting the behavior of the "Popular Topics" widget.
Check for any custom code that modifies the taxonomy data or the widget's functionality.
Ensure that any customizations are compatible with multiple ESC portals and do not interfere with the widget's behavior.
Upgrade or Patching:
If you recently upgraded or patched the instance, verify that there are no known issues or fixes related to the "Popular Topics" widget or taxonomy functionality.
Check the release notes and ServiceNow documentation for any relevant information.
