Uploaded Ideas do not appear in the Idea Manager dashboard.

JWebber · ‎04-03-2024

Hi,

As part of our go live of ServiceNow we had a number of Ideas uploaded by our third party implementation partner. We were warned at the time that the uploaded Ideas would not appear in either the Idea Portal, or the Idea Manager Dashboard, so we knew the risks and thought at the time this would not be an issue. Six months in and it is!

The uploaded Ideas are visible when viewed through the Ideas>All option from the All menu.

At the moment we are seriously considering deleting the three hundred uploaded Ideas and re-creating them manually through the Idea Portal so that they are visible in the Idea Manager Dashboard. Before we start this process I just thought it might be worth asking if anyone knew if there was a way to get the uploaded Ideas visible in the Demand Manager Dashboard. Is this in any way possible?

Many thanks.

phil_bool_unifi · ‎04-04-2024

The widget that shows the ideas does some checks against the idea records it finds before displaying them in the Idea page. This include checking that the Category values on the ideas are valid, and that the ideas have a valid 'state'.

I'd suggest creating an idea on the Idea Portal, using the 'open in platform' link, then once you can see the whole record, right-clicking in the header bar and selecting 'view as XML'. That's a view of all the fields, hidden or otherwise, on the record. Copy that information into a notepad or similar, then do the same for one of the records that has been imported. Are all the same fields filled in? If not, it might be possible to fill in the missing fields from a list view. If not, then it could be that a developer could write a background script to fill in the gaps, but that may not be the best approach, and it may be better to delete the records, and re-do the import your partner did for you, but adding in the missing fields. You may find the transform map and data source they used to load the records are still on your instance.

If all the information is present, in the category field you'll see a 'sys-id'. Check if that sys_id belongs to one of the categories in your list. If it doesn't, you could replace the categories with valid ones, and see if the records now appear.

View solution in original post

phil_bool_unifi · ‎04-04-2024

The widget that shows the ideas does some checks against the idea records it finds before displaying them in the Idea page. This include checking that the Category values on the ideas are valid, and that the ideas have a valid 'state'.

I'd suggest creating an idea on the Idea Portal, using the 'open in platform' link, then once you can see the whole record, right-clicking in the header bar and selecting 'view as XML'. That's a view of all the fields, hidden or otherwise, on the record. Copy that information into a notepad or similar, then do the same for one of the records that has been imported. Are all the same fields filled in? If not, it might be possible to fill in the missing fields from a list view. If not, then it could be that a developer could write a background script to fill in the gaps, but that may not be the best approach, and it may be better to delete the records, and re-do the import your partner did for you, but adding in the missing fields. You may find the transform map and data source they used to load the records are still on your instance.

If all the information is present, in the category field you'll see a 'sys-id'. Check if that sys_id belongs to one of the categories in your list. If it doesn't, you could replace the categories with valid ones, and see if the records now appear.

JWebber · ‎04-04-2024

Thank you for this! I have been checking along similar lines but lacked the knowledge of what to look for and where to look for it. Sadly I don't appear to have the access to out system that will permit me to do the view as XML bit, but I will pass this on to someone who has and go from there.

Thanks again - much appreciated!