New Org Chart from Employee Center not appearing, still seeing the old Content Publishing org chart

[Jesse Jones]

I am attempting to set up the new Org Chart (organization chart) that was introduced specifically for the Employee Center portal, as outlined in this product documentation article:

https://docs.servicenow.com/bundle/tokyo-employee-service-management/page/product/employee-center/co... 

This is supposedly a brand-new org chart experience driven by the EC Pro portal functionality and is meant to replace the org chart previously developed under the Content Publishing functionality.

I have the EC Pro plugins activated and an EC Pro portal configured, and I have followed all of the instructions to access the new org chart:

--Step 01 - I created an Employee Definition

--Step 02 - I opted into Employee Profiles

--Step 03 - I validated that I had a "Eligible Users" definition for the org chart

--Step 04 - I validated that I had an "Org Chart Card Configuration" definition for the user display

According to the product documentation, the new EC org chart should automatically replace the legacy CP one:

"Note: Employee Center Pro customers get the new org chart on opting into the employee profile. All previous org chart links redirect to the new org chart. See Opt in to the employee profile for more information."

But this has not happened. I still see the same CP org chart in my instance. What am I missing?

[Jonathan Ting]

Hi Jesse, where about are you clicking for the Org chart? Have you got a link as a menu item or clicking the button within the employee profile?

[Jesse Jones]

Hello Jonathan.

Right now, I'm aware of two routes to get to the org chart.

First, every OOB EC Pro portal has an "Org Chart" menu item in the top header, next to where any taxonomy topics appear. This takes you to a page called "esc?id=my_org_chart", which seems to be the old CP org chart.

Second, if you go the Profile page ("esc?id=hri_user_profile"), there's a My Team widget, which has a "View org chart" button which if clicked also takes you to "esc?id=my_org_chart".

Thanks!

[Jonathan Ting · Accepted solution]

Hi Jesse,

Check to make sure you have this page route record for the portal.

[Jesse Jones]

Great find! That was the trick. I located that "Page Route Map" record and made it active. From then on, the new EC Pro org chart displays.

Poor documentation on ServiceNow's part, since according to the product site, this record should have been activated automatically when I opted into the Employee Profile.