How to: Create Favorites in Service Portal

Thank you, mhedtke24, your customization looks very promising, but IMHO your article will benefit a lot with some screenshots of the results.

Un saludo,

Pablo Espinar

Consultant at Econocom Spain

I have added images to the article.  When I first attempted to add images to the article, they weren't displaying as to why I initially omitted them.

Thank you again for posting this.

I did find a weird issue for non-itil users. 

This line in the Server Script and the menu item wasn't working:

.addQuery('url', 'STARTSWITH', '/sp?');

For whatever reason a user without ITIL was generating bookmarks that started '/sp/?' instead of '/sp?'

Changing that addQuery to this fixed it

.addQuery('url', 'STARTSWITH', '/sp');

thanks @mhedtke24 this is great! 

I was seeing a warning in the server script for the Favorite Marker widget "[sys_id] is better written in dot notation"

I replaced :
var nameSysID = getUrlVars(input.url)['sys_id'];

with this:
var nameSysID = $sp.getParameter("sys_id");

I love this solution, but I'm having a couple of issues that hopefully you can assist with.

1. The Favorites Widget is not displaying the bookmark entry title.  I've tried a few things, but can't get it to display.  Admittedly, portal is not my area of expertise.  However, it is important to note that the number of entries showing is correct and the x functionality appears to work swimmingly.


2.) The favorites menu item provides the correct count, but does nothing on mouse-over or click.

If the header link goes nowhere you will need to make sure that you have a page called "my_favorites" or to edit the second to last line of that script to point to the correct page.

For the entries not showing up in the list, make sure that the "title" is correct in your Bookmark table.

He forgot to fill in some of the html on the Favorite List widget

Replace

<a ng-href=""></a><i class="fa fa-times-circle fav-icon" ng-click="c.removeFav(item.sys_id)" uib-tooltip="Remove from favorites" tooltip-placement="right" tooltip-append-to-body="true"></i>

With something like

 <a ng-href={{item.url}}>{{item.short_description}}</a><i class="fa fa-times-circle fav-icon" ng-click="c.removeFav(item.sys_id)" uib-tooltip="Remove from favorites" tooltip-placement="right" tooltip-append-to-body="true"></i>

 And it'll work just fine.

Thanks for posting this. I went to update the article, but it won't let me anymore and the code shows correctly when in edit mode, not sure why it isn't showing the code properly. I may need to re-post it as a different article.

So I have also followed these instructions and like aric.wilber had the issue with not showing a title I am having the same issue.

I do not at all understand the comment that D Dejesus made unfortunately so therefore can't use that to fix the issue, is someone able to better explain exactly where and how I get the favorites list to actually display a name for what it is.

There is a list, the links to the favorites work, it simply displays a blank title.

For some reason it isn't displaying the code. But here is what it should look like to display the text of the Favorited item in the favorites list:

Make sure that the <a> tag looks like this: <a ng-href="{{::item.url}}">{{item.short_description}}</a>

Looks like it is filtering out the angular code, but you can see it in the screen shot i uploaded here.

Thanks very much for your reply and the screen shot of the code, I was missing some.

I have added what you suggested and still have the same issue, so here are screen shots of what I have set up.

I have only included the favorite list widget as it appears the favorite Marker widget is working as intended.

Really appreciate the help.

Code looks right, did you try removing the widget from the page and re-adding it after updating the code in the widget?

Also did you go to the Favorite Marker Widget and in the related list for the Instances, set the "Title" for the pages the widget is on to mark favorites?

Ok, so I hadn't updated the instance title, they were all blank.

I have updated them to appear to what I think they should be and that works great now for the Catalog Item which I have an instance of the favorite marker widget on, but I cannot get it to work at all on the knowledge articles.
   
I noticed the code:

if (input.title == 'Ticket'){
    var nameTable = getUrlVars(input.url)['table'];
    if (nameTable == null){
     nameTable = 'kb_knowledge';
    }
    if (nameTable == 'kb_knowledge'){
     var nameSysID = getUrlVars(input.url)['sys_kb_id'];
    }else{
     var nameSysID = getUrlVars(input.url)['sys_id'];
    }

So tried Ticket, tried kb_knowledge and also just Knowledge by adding the same code again and updating the title and nametable, without any success.

Sorry to keep being a pain, any other ideas?

The title should be Ticket for the knowledge instance of the widget.

Ok, so worked it out, the issue wasn't "ticket" it was the tablename - rather than KB_knowledge it needed to be kb_article

So updated that and it is now all working great.

Thanks very much for your help - I really appreciate it and love the favorite widgets / functionality.

Great. Glad it is working for you now.

Thank you for the Article;I am able to add Bookmark and List of favorites in new page; 

however, I am struggling with couple things: 

1. When I add article to favorite and go out and come back, star is not blocked; it is showing white as if this was no bookmarked.

2. when I add again, it is allowing me to add as favorite again, which  results in listing as duplicate

3. When I try to Remove from favorites page, it gives error as cross scope privilege is required, though I added  Cross scope application as well as permissions on bookmark able.

Can you please help, if anyone have encountered similar issues ?

kb_article is not even a valid table; For me it worked with 'kb_knowledge'; I just updates Server script as title was inserting as blank in bookmark table, I forced to assign kb_knowledge as table name:

if (input.title == 'Ticket' || input.title == null){
var nameTable = getUrlVars(input.url)['table'];
if (nameTable == null){
nameTable = 'kb_knowledge';
}
if (nameTable == 'kb_knowledge'){
var nameSysID = getUrlVars(input.url)['sys_kb_id'];
}else{
var nameSysID = getUrlVars(input.url)['sys_id'];
}

After following all step I am still not able to see short_description for my Knowledge Portal though I have added

<a ng-href="{{::item.url}}">{{item.sys_id}} - {{item.short_description}}</a>

I can see sys_id coming but short_description is coming as empty.

Please help as it is urgent!!

Hi Deepika,

Confirm if Short description is actually inserting into 'Title' column in bookmarks, by going to System Definition -> Bookmarks

If no, then your favorite icon logic need to be fixed. 

If yes, then verify your My Favorites widget for below code:

Server Script:

(function() {

var t = data;
var z = new GlideRecord('sys_ui_bookmark');
z.addQuery('user', gs.getUserID());
//z.addQuery('url', 'STARTSWITH', '/sp?');
z.addQuery('url', 'STARTSWITH', '/csm?');
//z.orderByDesc('sys_created_on');
z.orderBy('title');
z.query();
t.rowCount = z.getRowCount();
t.fav = [];

while (z.next()) {
var a = {};
a.short_description = z.getValue('title');
a.sys_id = z.getValue('sys_id');
//a.sys_id = z.getValue('number');
a.url = z.getValue('url');
t.fav.push(a);
}

// Delete favorite
if (input && input.remove) {
var bmGR = new GlideRecord('sys_ui_bookmark');
bmGR.addQuery('user', gs.getUserID());
bmGR.addQuery('sys_id', input.remove);
// bmGR.addQuery('number', input.remove);
bmGR.query();
if (bmGR.next()) {
bmGR.deleteRecord();
}
}
})();

Client Script:

function($scope,spUtil) {

var c = this;
//c.template = "kb_article_list_template";
if (c.data.fav.length > 0) {
c.data.fav.hasAny = true;
}
else {
c.data.fav.hasAny = false;
}

c.removeFav = function(value) {
c.data.remove = value;
c.server.update()
spUtil.update($scope);
}
}

HTML Template

<div class="panel panel-{{::options.color}} b">
<div class="panel-heading">
<h4 class="panel-title">{{::options.title}}</h4>
</div>
<div class="list-group" >
<div ng-if="c.data.fav.hasAny == false" class="list-group-item">
${ You do not have any favorites }
</div>
<div class="list-group-item" ng-repeat="item in c.data.fav" >
<a ng-href="{{::item.url}}">{{item.short_description}}</a><i class="fa fa-times-circle fav-icon" ng-click="c.removeFav(item.sys_id)" uib-tooltip="Remove from favorites" tooltip-placement="right" tooltip-append-to-body="true"></i>
</div>
</div>
</div>

Thanks for replying.
My issue is resolved now. I was adding wrong sys_id

Hi Rupa, were you able to resolve the issue about the star showing as not blocked when you return to the page. I am facing the same issue and I would appreciate your kind feedback

Thanks for the great solution. It works well.

I only have one issue, if I favorite more than one catalog item (for laptop, phone, email), it looks like this.  

Is there anyway that I could display the item title instead of the instance title?

Hi All,

Has anyone had an issue where a non-ITIL user/a user with no role can't use this?

When clicking the star it gets greyed out, but the favourite doesn't get added to the list.

No issue with ITIL users.

Anyone have any ideas what could be causing this?

Thanks!
Alex

Hi Alex,

My guess would be a missing ACL?

Teddy

If I click on favorites marker every time. I have to enter the title field in sys_ui_bookmark table manually. Is there any method to auto-populate that ?

All our users are non-ITIL and have no issues. The only role they have is snc_internal. 

@alex Did you find any solution? I'm having the same issue.

Hi All,

I am using this widget since two years already, had to a little bit adopt it to my environment, but it's working like a charm. This year someone noticed that when you copy KB as permalink, open it (via permalink of course) and try to add it to favorites, it is being added, but title is missing, whole favorite record looks like empty one.

Normally the hyperlink of KB article contains sys id of the record, but via permalink it's different, instead of sys_id it contains KB number, as below:

https://companyname.service-now.com/sp?id=kb_article_view&sysparm_article=KBnumber

Do you have any ideas how to make it work also for KB's as permalinks?

Server script that I am using for Favorite Marker widget looks as below for KBs

if (input.title == 'Ticket'){
				var nameTable = getUrlVars(input.url)['table'];
				if (nameTable == null){
					nameTable = 'kb_knowledge';
				}
				if (nameTable == 'kb_knowledge'){
					var nameSysID = getUrlVars(input.url)['sys_kb_id'];
				}else{
					var nameSysID = getUrlVars(input.url)['sys_id'];
				}


				var bookmarkGR2 = new GlideRecord(nameTable);
				bookmarkGR2.initialize();
				bookmarkGR2.addQuery('sys_id',nameSysID);
				bookmarkGR2.query();
				while (bookmarkGR2.next()) {
					bookmarkGR.title = bookmarkGR2.getDisplayValue('number') + ' - '+ bookmarkGR2.getDisplayValue('short_description');

				}
			} 

It looks like that when you add KB into favorites from permalink (and at the bottom from the standard link). These are two same KB articles added from different links

Thanks in advance

@mhedtke24 Will you be able to advise something on my case? Sorry for asking you directly. Feature itself is working like a charm since 2 years in our environment, it is just not working correctly when adding KB articles via permalinks (we have versioning activated).

Thanks in advance

Hi Matt,

Thank you very much for advices, you've saved my life 🙂

Thanks once again!

Did anyone resolve the issue for Favorites populating for non ITIL users?   I'm having this issue.

Thanks.