Employee Center Mega Menu Get Support

[VasuSaiSoS]

Hi Team,

Get Support Menu item is stuck on left side.
Even though we are creating new menu items and selecting position right, still they are showing on left side.

Thanks

[DanielJ43996773 · Accepted solution]

Helo @VasuSaiSoS  how are you?

This behavior is usually not controlled only by the “Position = Right” field on the menu item. In most ServiceNow portals (especially Service Portal / Employee Center), the final placement depends on the theme/header configuration and widget layout, not just the menu record.

Here are the main things to check:

1. Header Widget / Theme Configuration

The header widget (commonly something like “SP Header Menu” or a custom header) controls where items are rendered.

Navigate to:
Service Portal → Themes
Open the active theme
Check which Header Widget is being used
Inspect that widget (often in:
Service Portal → Widgets)

Many header widgets:

Ignore the “position” field
Hardcode left/right sections
Use different menus for left vs right
2. Menu Assignment in Header

Some implementations use separate menus for left and right sections.

Example:

Left menu → “Main Menu”
Right menu → “Utility Menu” (where “Get Support” usually lives)

Check if:

Your new menu items are being added to the correct menu
The header widget is referencing the correct menu for the right side
3. Order vs Position Behavior

In some OOTB widgets:

“Position” is not evaluated
Only order and menu structure are used

If that’s the case, your items will always appear on the left unless:

The widget explicitly supports right-side rendering
4. Employee Center (if applicable)

If you're using Employee Center:

Navigation is often driven by:
Menu Items + Taxonomy
Header configuration
The “Get Support” item is typically part of a utility/header action, not a standard menu item
5. Caching Issue

After changes:

Clear cache:

cache.do
Or use:
System Diagnostics → Cache → Clear Cache
6. Customization / Fix Options

If the widget does not support right positioning:

Update the header widget to:
Split items into left/right based on a field (like position)
Or:
Use a separate menu for right-side items
Map it explicitly in the widget
Summary (root cause)

The issue is not with your menu item configuration, but with how the header widget renders menus, which often ignores the “position” field and controls layout internally.

If this answer helps, please mark it as helpful and mark as solution.

Regards,
Dan

[VasuSaiSoS]

Hi @DanielJ43996773 
I am good. How are you??
There are some customisation done. So I have reverted back to base system version. It is as good as new.

Thank you.

[Vishal Jaswal]

Hello @VasuSaiSoS 

Can you share the screenshots please to understand it better. If you are talking about "Get support" on top right of esc home page, then upon click it opens GlideModal / pop up which you can compare with your PDI (table name: sp_rectangle_menu_item and Label = "Get support".