Guided Tour step skipped when target element is inside hamburger menu (responsive layout)

[raju1tcs45]

Hi all,

I’m working on a Guided Tour in ServiceNow (Service Portal / Employee Center) and facing an issue with a step targeting a menu item (e.g., “My Requests”).

Scenario:

When the screen is wide (or zoom is reduced), the item is directly visible in the header → the Guided Tour step works.

When the screen is smaller or zoom is 100%, the same item moves inside the hamburger menu → the step is skipped with the message “Not found in current view.”

Problem: The element exists in the DOM but is hidden inside the collapsed menu, so the Guided Tour cannot attach to it.

Requirement: I want to design the Guided Tour such that:

It works when the item is visible in the header

It also works when the item is inside the hamburger menu

Preferably using a single step (without duplicating steps)

Question: What is the recommended way in ServiceNow Guided Tours to handle steps targeting elements that move between visible header and collapsed hamburger menu due to responsive layout?

Is there any supported approach to make such steps work reliably across different screen sizes?

[Dan O Connor]

Yeah that can be a common issue when it comes to Guided Tours. The anchor being applied can sometimes move or be unavailable for different users who may have different options, visibility etc. 

Personally I try to keep guided tours generic, and to sections/anchors I know won't move or available to everyone. 

So for example I imagine you are creating an anchor specifically to My Requests, but maybe go a bit lower onto the Header Meanu, which will be present for everyone. 

Then either have your text be a specific callout to My Requests, or something more generic about the Header in general