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Description

Activating the Service Portal - Service Catalog V2 or Service Portal - Service Catalog plugins before the Service Portal for Enterprise Service Management plugin leads to missing Service Portal pages, dependencies, and route maps. Service Portal - Service Catalog V2 automatically activates Service Portal - Service Catalog, but activating either of these first fails to activate the Service Portal for Enterprise Service Management plugin.

Steps to Reproduce

  1. Upgrade an instance from Helsinki to Kingston so it does not have the com.glide.service-portal plugin active.

  2. Activate the Service Portal - Service Catalog V2 plugin, which will automatically activate the Service Portal - Service Catalog plugin.

    Note that the Service Portal for Enterprise Service Management plugin that depends on the Service Portal - Core plugin has not been activated.

  3. Activate the Service Portal for Enterprise Service Management plugin.

    Check the sp_page.list for catalog-specific pages such as sc_category, sc_home, sc_landing, sc_wishlist. They are missing. (e.g., the sp_page record with id=sc_category and sys_id=07261a2147132100ba13a5554ee49092 has not been loaded)

    Check sp_page_route_map.list and note that catalog-specific route maps are missing (Catalog Landing and Order Status).

 

Workaround

This issue is under review. For a temporary fix, contact ServiceNow Customer Support.

To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In and Intended Fix Version fields to determine whether any versions have or are planned to have a permanent fix.

 


Related Problem: PRB1282507

Seen In

Kingston

Intended Fix Version

Madrid

Fixed In

Jakarta Patch 10
Kingston Patch 7
London

Safe Harbor Statement

This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2018-09-12 10:20:04
Published:2018-05-30