Users can't remove favorites

[fredriklarsson]

Hi,

Our users are having trouble to delete their favoriter. Doesn't matter if they click on the star or "Edit favorites"

When they push the button, it happens nothing. Same thing if they click on the star. They can change name and icon on existing favorites.

It works in our development and testing enviroment. We cloned from test when we went in production. We didn't clone users/groups.

All users have the same issue, even the admins. On premise hosting so haven't asked ServiceNow yet.

Did try to find ACL, UI action, but can't find anything. Where can i find the script that removes?

Geneva Patch 7

Hints?

Thanks!

[Michael Fry1]

Can you click on the Star, then hover into one of the lines and a minus sign in a circle shows up, and click that to remove it as a favorite?

[fredriklarsson]

Hi, i can see now that i don't have that option. I tried with both my admin account and my regular account.

But i don't have that i Dev and test either, so it can't be the problem.

Any way to activate it?

[Michael Fry1]

Do you have the UI16 plugin activated? Seems like you would, maybe try re-activate/upgrade the plugin and see if you get the missing pieces?

[JC Moller]

Hi,

So if an user adds a favorite he/she can not even remove it from the list, even if they select Edit Favorites -> Remove from favorites option. Is that the case?

Favorites (or bookmarks) are saved in https://yourinstance.service-now.com/sys_ui_bookmark_list.do

So when you remove a favorite from your list, the system sends a Delete REST call to:

https://yourinstance.service-now.com/api/now/ui/favorite?id=ab1cc7e30f022200cf9a8b9ae1050ed0&group=f...

And the row in the sys_ui_bookmark table with the sys_id ab1cc7e30f022200cf9a8b9ae1050ed0 is deleted.

Your browsing history is stored in:

https://yourinstance.service-now.com/sys_ui_navigator_history_list.do

These tables and URLs apply to Helsinki-version, but they should be the same in Geneva.

So compare ACL's and workflow within that table, to see if you can locate any differences.

- Jan