OOTB update version missing in ESC portal

[Lokesh Pandey]

Hi,

I'm trying to revert a heavily customized ESC portal back to OOTB configurations. I'm encountering a strange issue in doing so. When I check the update version on the portal record and it's referenced records in the version related lists, I can see that the OOTB version is missing in many of the records. What could have caused this issue? Also, is it possible that someone may have wiped out the OOTB update version of  the record? 

In addition, can I also know what's the best way to revert the entire ESC portal(Pro version) back to OOTB. Can servicenow help me with this if I raise a high ticket?

[Lokesh Pandey]

Repairing does not help

[Mark Roethof]

Ah it was worth trying. Reaching out to ServiceNow Support like Atul is mentioning, you can try, though to be honest: that's NOT what ServiceNow Support is for.

Perhaps you can export/import components to fix it this way?

[Patti Martinez]

Had a similar issue and I reached out to SN Support. They could not help but did suggest to import missing OOTB component. I exported what I needed from a developer instance and imported into our instance. Worked.

[Lokesh Pandey]

Hi Patti,
Thanks for the response. Can you please tell how what was the approximate count of the components i.e. xmls that you had to import/export to get to OOTB configurations.

[Patti Martinez]

Fortunately, we only had one component that was deleted. So it was a simple fix. Just uploaded one xml file.