Is it possible to restore a favourite if an individual accidentally deletes one from their favorites list in UI16?

Lisa F · ‎02-01-2022

An agent has asked us if it is possible to restore a favourite if they accidentally delete one from their favourites list in Ui16, can anyone advise if there is way to do this? Or alternatively is there a way to have a prompt that confirm they want to remove a favourite from their list.

shloke04 · ‎02-03-2022

HI @Lisa F

Unfortunately, answer to this is a No. I will explain why I am saying this to back my answer.

1) When you hover on Delete symbol OOB ServiceNow gives you a message that this is for deleting a Favorite as shown below , which user need to be careful before doing it:

2) Other than this I do not see any other option to have a confirmation from user before deleting it.

3) Max what you can do here is abort deletion of favorites itself for everyone like if some one has created it and then they can never remove it which can be done using a Before Delete Business Rule on Bookmark Table. But I will not recommend this at all as the issue here is of more from a User training and carefulness.

Let me know if you still want to go with Option 3 to restrict users from deleting Bookmark at all can share a script which will work for you.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

View solution in original post

Hitoshi Ozawa · ‎02-01-2022

There's features to recover records in ServiceNow. Unfortunately, I've found that bookmarks won't be recovered with these methods.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0727965

One other alternative is if there is another person with similar a favourite, copy that. Farourites are stored in sys_ui_bookmark table. Enter "sys_ui_bookmark.list" in Navigator to show content of this table. Find the record with similar favourites and copy the content to a new record with User.

shloke04 · ‎02-01-2022

Hi,

Unfortunately I don't think so. Reason being Favorites are stored in sys_ui_bookmark table and for this table auditing is not enabled. So you cannot recover the record being deleted.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

shloke04 · ‎02-01-2022

Have also verified it in my instance by trying your scenario and unfortunately once the favorite gets removed it gets deleted from Bookmark table as well and then there is no reference of it as well in Deleted Record table as previously mentioned table is not audited.

Below screenshot for reference:

1) Table not audited -- Bookamrk:

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

Lisa F · ‎02-03-2022

Thanks Shloke that answers the question, do you think it would be possible to put a warning on the option to delete/remove the favourite. At the moment we have had a couple of users complain that from a UI perspective it is very easy to accidentally remove a favourite, given we cannot undo the deletion I was thinking of asking the team to investigate whether we could prompt before removing the favourite.