Issues with Adding Non-Taxonomy Menu Items and Custom Taxonomy in Employee Service Center on Xanadu

[Saul3]

Description of Issue:

Hello Support Team,

I'm encountering issues with our ServiceNow instance, specifically within the Employee Service Center on the Xanadu version. The problems are as follows:

1. Adding Non-Taxonomy Menu Items:
   • Issue Summary: Despite following the steps outlined in the ServiceNow documentation to add non-taxonomy menu items to the Employee Service Center (based on this guide), the items do not appear in the portal.
   • Steps to Reproduce:
     1. Navigate to Service Portal -> Menus.
     2. Add non-taxonomy menu items as per the instructions.
     3. Observe that the items are present in the configuration but do not display in the Employee Service Center.
   • Expected Behavior: The newly added non-taxonomy menu items should be visible in the Employee Service Center's navigation menu.
   • Actual Behavior: The menu items are not displayed in the portal, despite being present in the configuration.
2. Cloning and Implementing Custom Taxonomy:
   • Issue Summary: After cloning the existing 'Employee' taxonomy to create a new 'Company' taxonomy for our customer, and connecting relevant content (following this guide), the new taxonomy does not appear in the Employee Service Center.
   • Steps to Reproduce:
     1. Clone the 'Employee' taxonomy.
     2. Rename the cloned taxonomy to 'Company'.
     3. Connect appropriate content to the new taxonomy.
     4. Verify that the 'Company' taxonomy does not appear in the Employee Service Center.
   • Expected Behavior: The 'Company' taxonomy should be visible and functional within the Employee Service Center.
   • Actual Behavior: The 'Company' taxonomy does not appear in the portal, despite following the documented steps.

Additional Observations:

• These issues are specific to the Xanadu version.
• When performing the same configurations in the Vancouver version, both non-taxonomy menu items and the custom taxonomy appear and function as expected.

[MHakonen]

I have the same issue with custom taxonomy, whether cloned or newly created.

• Employee Center plugins updated to latest
• Browser caches cleared, logged out and in, etc.
• "Set primary topics for Employee taxonomy" fix script run to no effect

[MHakonen · Accepted solution]

All right, I think I've figured it out.

This thread pointed me in the right direction: https://www.servicenow.com/community/employee-center-forum/esc-megamenu-items-population-through-adv...

As did this doc: https://www.servicenow.com/docs/bundle/xanadu-employee-service-management/page/product/employee-cent...

At least for my environment (PDI), the issue was that Advanced Portal Navigation was enabled.

But when I select the 'Employee Center' link, it takes me to this old view, instead of the advanced Portal Navigation View for the portal:

Because the Advanced Portal Navigation is active, it supersedes these settings.

However if I select the Active: True link instead, it takes me to the proper view:

I can either:

1. Set up the menu items here, and it'll work, or

2. Disable the Advanced Portal Navigation, and it will revert to the settings for the standard configuration.

In my case I do want to keep using the Advanced Portal Navigation, but something about this setup seems bugged.