Dashboard Picker Not Switching Dashboards in Custom Service Operations Workspace Page Variant

[Salman Ali Qasi]

Hi Community,

I am facing an issue with the Dashboard Picker in Service Operations Workspace (SOW) on a custom page variant in the Zurich release.

I duplicated/customized an SOW landing page variant and added/configured the Dashboard component. The dashboard picker displays the available dashboards correctly, but when I select another dashboard, the URL/sys_id changes while the dashboard displayed on the page does not change.

Current behavior

• Dashboard Picker is visible and enabled.
• Multiple dashboards are available in the picker.
• Selecting another dashboard changes the dashboard sysId in the SOW URL.
• However, the Dashboard component continues displaying the original dashboard.
• The same Dashboard Picker behavior works correctly on the OOTB page.

[Ankur Bawiskar]

@Salman Ali Qasi 

looks like known issue

KB3097301 

Fix -> Update the SN Dashboard plugin to version 8.0.0 or later

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Benjamin-Sawyer]

Hi  @Salman Ali Qasi   I have the same issue in a Zurich instance, although not on a custom page but OOB.

 @Ankur Bawiskar I also saw this KB and the suggested remedy in another community post  (https://www.servicenow.com/community/incident-management-sow-forum/dashboard-picker-not-switching-da...) .  Are you able to access the KB? 

1- the KB appears to be blocked, I suspect unless one has a ServiceNow company user,  this Known Issue list is not reachable.  

2- I don't find the plugin 'sn-dashboard' in my instance, either from the Application Manager or from looking at sys_plugins table directly, and no plugins with 'dashboard' in the name or id show a version close to 8.0.0.

I do see that sn-dashboard is mentioned in the Zurich Release notes- https://www.servicenow.com/docs/r/zurich/release-notes/zp11m-release-notes.html that  posted in the other thread by @sachinvic 

[Benjamin-Sawyer]

We opened a case with ServiceNow for this and I learned that- 

1- issue is in fact that the dashboard controller on that page has a hard coded sys_id in the value.

2- There is an associated PRB (PRB2025216)- I was not able to see any customer facing info on this.

3- The fix is available in sn_sow_itsm_cont v9.4 or higher

4- Australia release is required to get to v9.4 of that plugin.

If you are still on Zurich and needing resolution, suggest opening a ServiceNow support case and they can guide you on the solution/ implementation of the workaround, by replacing the dashboard controller value with the dynamic sys_id 'pill'  in the applicable SOW page within UI builder. This did resolve our issue in Zurich.