Content Service Lookup Portal Zurich Regression

[Anna-Marie Chri]

Is anyone else have issue with the Content Service Lookup portal regression when they upgraded to the Zurich instance. It's terrible and provides no improvement in finding software products in a timely manner. I waste more time trying to find what I need (slow lookup, the worse search results, missing filters, hard to follow, etc.).  

The impact for me and some of my co-workers is a lot of time wasted as well as a productivity hit. I wish they would revert back to the portal as it was in Yokohama.   I hope ServiceNow Management follows this SAM community, sees it made a mistake in trying to revamp the portal lookup and goes back to the old one. 

[Tanushree Maiti]

Hi @Anna-Marie Chri ,

refer Content lookup portal for Software Asset Management 

Content lookup portal for Hardware Asset Management 

If you have not done any customization ,still post Zurich upgrade  - you are facing  slow lookup, the worse search results, missing filters, 

a. Repair the Plugin and try again

b. Raise a case to your ServiceNow Vendor (Hi-Ticket) , if you are not using PDI.

[Anna-Marie Chri]

Hi Tanushree,  It's not a performance issue, it's a functionality issue .  Slow lookup meaning, it's extremely hard to find the info you are looking for due to the changes that ServiceNow made to the portal.  The layout is terrible and you can't add columns to certain views, and I wish ServiceNow would revert back to the old content lookup.  I just don't like the way the new portal functions.  It's very time-consuming trying to find information as compared to the older version. 

[Tanushree Maiti]

Hi @Anna-Marie Chri 

As per the documentation ensure "After installing the Content library portal application (for you post upgrade), when you access Content lookup portal for the first time, the charts aren’t populated on the page due to the absence of historical data.

To load the charts, execute the Historical Data Collection jobs. For details, see the Historical Data Collection job article in the Now Support Knowledge Base."

[ptishberg-SNow]

Hi Anna-Marie,

To answer the second question, yes, people at ServiceNow see all comments in the communities based on their interest and assigned activities for which their specialty can view, comment, and, most importantly, reply to queries from the community with the correct and accurate information without needing to be recognized as helpful; it's just in our nature to be helpful, collaborative, and to assit in making everyone's experience with our products get better over time.

To answer your question, when you go to the SAM workspace and click the Content Portal icon, does your screen look like the attached screenshot below?

To validate the plugin that is installed in your version, go to the App Explorer, Plugins, and view the Installed Plugin History and look for the following app_id: sn_itam_contlookup. The latest version is 4.0.3.

See if those points match up with what is currently running in your instance, and then report back if you like the way the Portal can assist you or if you are still having issues.

Regards, Phil