Service Catalog Items Not Appearing in Users' Favorites Page

G Phoenix · ‎04-12-2022

We activated the new Favorites widget a few weeks ago. Nearly everything has worked great except for one thing. The only issue we have noticed is that any Catalog Items that are related to HR do not appear in a user's Favorites Page (the items do appear in the favorites table). Since it seems to only occur with items that have been associated with HR, we've had the Admins check the ACL. Unfortunately the Admins tell us the ACLs are good.

So I'm not sure how to proceed from here. The users can see the items through the Service Catalog, so what would be preventing the users from seeing those items in their Favorite page?

G Phoenix · ‎06-24-2022

Updating this question with an answer I received from ServiceNow. The TLDR is, this is a know problem and has been fixed in San DIego.

"I was able to dig a little further into this and verify that, when it comes to the Rome version of the platform, different security models are followed when searching for Catalog Items vs. viewing saved Favorites. The search functionality relies on User Criteria to validate user entitlement to a search result, where as the "Favorites" page/widget relies on ACLs to verify if a user should be able to see a record. Understandably, this is not how the platform should function. The expectation is that the same security model is applied to both methods.

After reviewing open bugs for the Rome release, I did find that our development team were made aware of this behavior and PRB1535440 was opened to address the problem. This has been fixed in the San Diego and users should not have any issues with viewing their saved favorites."

View solution in original post

Aniket Sawant2 · ‎04-13-2022

Hi,

If you are looking for marking a KB article and Catalog Items as Favourites then this article is for you.
I personally know people looking to have a favourites list of their own but this in turn needs a customisation until Quebec.This is available in OOTB from ROME.

We have something "Enable Favourites" option is available while creating a portal or on a portal record.

Note: If the field is not available you can add it from the "Form Layout"

This enables the "My Favourites" Menu and a star icon on articles and Catalog Items.

You can see the favourites under the "My Favourites" Menu.

In the backend, the table that stores these favourites is "sp_favorite".

When enabling this post Rome upgrade, End users (snc_internal role) and case workers were not able to add catalog items as favorites. But admins can add both kb and catalog items into favorites.

Please mark correct and helpful based on an impact.

Regards,

Aniket Sawant

G Phoenix · ‎04-14-2022

Unfortunately that is not the issue I'm having. We enabled 'Favorites' just as you pointed out. The issue we're having is that certain KB articles and Catalog Items do not appear in some users' Favorites page, even though they were able to find them and favorite them.

Scott Jordheim · ‎04-14-2022

From what testing we've done, it seems like extension points they use for the remote table run into scoping issues. That, and ACLs on the extended tables from catalog item seem wonky.

I'm hoping their engineers can figure out what's going on with that area, as we can't touch a lot of those items. Especially not the virtual / remote table that is created, as that is fully read-only.

Scott Jordheim · ‎04-13-2022

Finally someone else mentioning this. We are in the same boat. Everything we could find seems ok. It doesn't work for items in the HR: Core scope for sure. Items created using their service creator are also not included.

We raised a case with Now Support. I'd recommend you do the same so this gets traction.