ServiceNow Otto Onboarding Popup not appearing after clearing the Suppression system property.

KusumaB29242847
Tera Contributor

a month ago

Hi team,

We are facing an issue with the ServiceNow Otto onboarding popup in our Portal and would appreciate your guidance in resolving it.

Issue:

As per the client's initial requirement, the ServiceNow Otto onboarding popup was suppressed when users logged in to the Portal. However, the client now wants the onboarding popup to be displayed to users when they log into the portal.

We updated the system property "glide.sp.otto_onboarding.suppressed_portals" by clearing its value still it is not visible to users when they log into the Portal.

Any suggestions or insights to resolve this issue would be greatly appreciated.

Thank you for your support!

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sanjaygupta
Tera Guru

2 weeks ago

 

I think clearing the property is a good first step, but there may be another configuration controlling the Otto onboarding experience.

I'd suggest checking the following:

  • Navigate to System Properties > All Properties.

  • Verify that glide.sp.otto_onboarding.suppressed_portals is empty and saved.

  • Check whether your portal's URL suffix is correctly configured and not excluded elsewhere.

  • Verify that the Otto onboarding feature is enabled for your instance and that users have the required access.

  • Test with a fresh user session or an incognito window to rule out cached preferences.

If it still doesn't appear, check for portal-specific widget conditions or client scripts that may be suppressing the popup.

It would also help to know your ServiceNow release and whether the popup is missing for all users or only specific users.

 
Hope you find this helpful.
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