Guided Tour not launched for few users

[preethigovi]

Hi Team,

We’ve noticed that the Guided Tour for the HR Workspace, which was previously functioning correctly, has suddenly stopped launching for a few users. Could you help us identify the possible causes for this issue?

Additionally, if a user dismisses the tour by selecting “Don’t show again,” is there a way to trigger or reset the tour so it prompts them again?

Thank you in advance for your support.

[Rafael Batistot]

Hi @preethigovi 

Yes, is possible stop the guide tour 

https://www.servicenow.com/community/developer-forum/is-it-possible-to-disable-guided-tours-on-one-s...

[preethigovi]

Hi @Rafael Batistot ,

I do not want to stop the tour rather want to re-launch the tour for user who have dismissed it intially.

[Rafael Batistot]

@preethigovi 

Got it! Here what you need:

1. Reset an auto-launch tour for the page.
   After you’ve gone through a tour on a page, the tour doesn't get triggered automatically if you revisit the same page. Reset an auto-launch tour for the page by performing the following steps:
   1. Navigate to All > Guided Tours.
   2. Open the tour that you want to reset.
   3. Under Related Links, select Override tour Auto Launch Preferences.
      A list of records shows each user who has used the tour already.
   4. Deselect the Disable Autolaunch check box to reset the tour.
   5. Select Submit.

https://www.servicenow.com/docs/bundle/zurich-platform-user-interface/page/build/help-guided-tours/t....

[GlideFather]

Hi @preethigovi,

do you mean the very first popup window after login?

If so, then go to User preferences and search for values with "tour":

And you can see that the system value is false and user (me) marked true... so either remove this record completely or mark it false and it will start showing up.

If it is not this window, then stay in this table and search it for all the records for the impacted user and you will be able to locate it. It will be true or false, so it can help you sort this list.

User preferences are for example timezones, AZ or ZA order in particular tables, etc... 

Let me know if this helped oyu