Affected Products widget not showing results

[laura_p]

On the article view, there are different widgets, one being the Affected Products. I added this widget to our article view. However, when I look at the widget on the article, it doesn't show the Affected Product. I have verified that an Affected Product has been added to the article under the related list area, but it does not show. 

I tried this in a developer instance as well. I made sure the article has an Affected Product added. But also missing.

Does anyone have an idea if there is an additional setting I am missing?

Thank you.

[SumanthDosapati]

@laura_p 

As per docs, it is clearly mentioned that Affected Products widget "Displays the products related to the knowledge articles available in the Affected Products related list for the article. The widget appears only when the affected products are available for the selected article."

Check the widget once to verify if any additional conditions are restricting the visibility.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

[laura_p]

I have verified that items are showing in the Affected Products related list.

I removed the widget and re-added it on a different day. Now, when I look at an article, the first article I view is blank then the next article pulls up the Affected Product/Configuration Item from the previous article. So it shows but not the correct one.

There must be some code somewhere that was updated that I am not aware of.

Thank you.

[SumanthDosapati]

That's a bug in that case. Check if the widget is customized from the OOB version. If not then create a support case with ServiceNow.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

[laura_p · Accepted solution]

Opened a case with ServiceNow support. They found that this problem occurs because the widget is retrieving an empty array from the backend.

The PRB1992360 has been created.