Favorites List Missing, Temporarily

[davidslavkin]

Hi Team,

We've seen this issue a few times this past year. Suddenly, the Favorites will be blank:

Tried Refresh, Relog, Clear Cookies, and Reopen browser but they were still missing. Came back after 5-ish minutes. 

Any remedies or suggestions?

Thanks,

David

[Sumanth16]

Hi @davidslavkin ,

If instance recently cloned (or) upgrade please refer below article:

Cause

Sys_ID's of affected users are different in sys_user table for the affected instance after comparing with other instances.

If the affected records sys_id are different across the two instances, exporting/importing the record XML will not update the record. The XML file contains a sys_user table sys_id that does not exist in the target sys_user table.

Resolution

Favorites are stored in the table [sys_ui_bookmark] along with the related User [sys_user] sys_id. The original records need to be retrieved from a back up if possible, for users to recreate their new favorites in the new instance, not using the export/import functionality.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1177454

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

sumanth Meda

[davidslavkin]

Hi Sumanth,

Thank you for the reply and suggestion. However, we haven't cloned or upgraded our instances.

Regards,

David

[Sumanth16]

Hi @davidslavkin ,

Please refer to below thread:

https://www.servicenow.com/community/next-experience-forum/quot-favorites-quot-menu-in-next-experien...

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda