Empoyee Center, My favorites widget is not correctly shown

[Baatyr Patta]

My favorites widget has always message shown below, even when I do not have favorite items the message is there. 'Date added' field and 'card view/list view' icons are place outside the widget. Is there any way to move them inside the widget.
@Rob Sestito  could you help me here as well? 

[michaelj_sherid]

@Baatyr Patta what version of Employee Center are you at? If you are at Employee Center 28.0.4 or later, you should not have this issue. If you are at a version later than 28.0.4 and see the issue, you should:

1.  Set property: glide.sc.mobile.unsupported_discover
To: discover
=> https://_INSTANCE_NAME_.service-now.com/sys_properties.do?sys_id=418671ff87630010e0ef0cf888cb0be6

2. Set property: glide.sc.mobile.include_desktop_only_items
To: true
=> https://_INSTANCE_NAME_.service-now.com/sys_properties.do?sys_id=b6a394a587330010e0ef0cf888cb0b9a

3. Do cache.do

4. Go to My favorites icon and the items will be there.

If my answer has helped with your question, please mark my answer as an accepted solution and give a thumbs up.

Regards,

Mike

[Baatyr Patta]

Hi Michaelj,

both properties are set correctly. Currently our client's instance has 29.05 EC version.

Do you have any Idea, what the cause of the issue may be?

[michaelj_sherid]

@Baatyr Patta this is the only scenario where I have seen the "you don't have access..." message. You may have something else going on. I recommend submitting a Hi Support issue to understand why you are seeing the message when you have the system properties set correctly.

Regards,

Mike

[Rob Sestito · Accepted solution]

Hey @Baatyr Patta - 

If I remember correctly, the issue is that there must be a catalog item that is saved on the portal side as a favorite, however deactivated on the backend.

Go to the list view for the portal favorites on the platform: sp_favorite_list.do --> whichever record is there that is saved, tied to the deactivated catalog item --> will need to be removed.

I replicated this in my PDI to show you -

Here are my favorites from the list I pointed you to. I am highlighting Payroll Discrepancy as our test subject:

Here they are on the portal side (notice no message as of yet):

Now I will deactivate our test subject, save the record, and refresh the portal side (notice the message now):

Now I will go to the list view I pointed to earlier and delete the one related to Payroll Discrepancy:

And the message is no longer there:

So - sort of a bug I would say. Not sure if SN has seen this and/ or put in a fix for it. But, there needs to be some process in the backend that ties these two things together. That says; when a catalog item is deactivated (as this can happen often as organizations grow or change), remove it as a favorite automatically.

I would have to imagine that a process like that can be created in the system to handle this. Just unsure off the top of my head now as the best way. Nonetheless, I do think SN should create a process for this. @michaelj_sherid Are you able to bring that to the attention internally and maybe see about a patch/future fix? Just seems odd that if a catalog item becomes inactivated, the system cannot automatically remove it as a favorite. The message that appears is a bit misleading.

Hope this helps - Cheers!

-Rob