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Dashboard Picker Not Switching Dashboards in Service Operations Workspace

MaruthiRedA
Tera Contributor

55m ago

Hi Community,

I am facing an issue with the Dashboard Picker in Service Operations Workspace (SOW).

I have multiple dashboards available in the dashboard picker, for example:

  1.    IT Agent Dashboard
  2.    AIOps Operational
  3.    IT Agent Dashboard1

The current dashboard is IT Agent Dashboard.

When I open the dashboard picker and select AIOps Operational, the dashboard does not change. It continues to display IT Agent Dashboard.

Current behavior

Current dashboard:

  •   IT Agent Dashboard

 

Select:

  • AIOps Operational

 

Expected:

  • AIOps Operational should open

 

Actual:

  • IT Agent Dashboard remains displayed

What I have checked

  1. The other dashboards are visible in the Dashboard Picker.
  2. I verified that AIOps Operational appears in the picker.
  3. In UI Builder, the Dashboard component is using a Dashboard Controller.

The Dashboard Controller contains:

  • experienceId
  • dashboardSysId
  • filterId
  1. The Dashboard Controller's Events section shows No events available.
  2. The current dashboard is marked as read-only.
  3. I also inspected the Dashboard Picker in Chrome DevTools and confirmed that the other dashboard names are actually rendered in the picker.

Question

  1. What controls the Dashboard Picker selection/navigation in Service Operations Workspace?
  2. Where can I check the source/event/action that is triggered when a user selects another dashboard from the picker?
  3. Could the Dashboard Controller → dashboardSysId or a UI Builder client script/event be preventing the selected dashboard from being loaded?
  4. What is the recommended way to troubleshoot/fix this issue?
  5. Any guidance on where the Dashboard Picker gets the dashboard list and how the selected dashboard is passed to the Dashboard Controller would be greatly appreciated.

Instance/Release: Zurich

Workspace: Service Operations Workspace

Browser: Chrome

Thanks in advance.

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boteeuwen
Tera Guru

11m ago

This is a known OOTB issue in the Zurich release for the IT Agent Dashboard variant in Service Operations Workspace. The root cause is that the Dashboard Controller has the dashboardSysId property hardcoded to the IT Agent Dashboard sys_id, so a new selection from the Dashboard Picker can be ignored.

The permanent fix is to update the SN Dashboard plugin to version 8.0.0 or later. That should remove the hardcoded behavior and allow the Dashboard Picker selection to work as expected without maintaining a custom workaround in UI Builder.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3097301

 

If this helped, could you mark it as helpful or as the solution?

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