Some PDIs are currently unavailable, and PDI actions are paused. View the latest updates here. Read More

"Open Usage Insights" feature in Service Portal

Amith6
Tera Contributor

3 weeks ago

In the 'Australia' release, we can see an option "Open Usage Insights" in the Service Portal. We are planning to disable this feature for all the users except a couple of users who manages Service portal. Found one KB and followed the below steps:

  • Navigate to System Properties > All Properties in your ServiceNow instance.
  • Search for glide.analytics.tracking.restricted.portals.
  • Enter the specific Sys IDs of the Service Portals you want to exclude, separated by commas.
  • Click Save or Update. 

But this disables the whole function and remove the icon from Service Portal. Is there any way, if we can only make this option available for a couple of users and hide for rest of the users?
See the screenshot below (marked in yellow) .

Amith6_0-1784037564820.png

 

 

0 Helpfuls
  • 270 Views
1 REPLY 1

Vikram Reddy
Tera Guru

3 weeks ago

Hi @Amith6,

 

Skip glide.analytics.tracking.restricted.portals for this, that property is portal-scoped and kills tracking (and the icon) instance-wide, not per user, which is exactly the behavior you're fighting. The icon and the Usage Insights app behind it are gated by role instead, so check who currently holds these roles first:

  • portal_analytics_viewer is the role tied specifically to Service Portal usage data
  • analytics_viewer and analytics_admin cover the broader Usage Insights app

If one of these is assigned broadly (public, itil, everyone) that's why the icon shows for all users. Pull it off that group and grant it directly to your two portal managers instead, the icon visibility follows the role.

 

Thank you,
Vikram Karety
Octigo Solutions INC

0 Helpfuls