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Symptoms

A guided tour of type "Service Portal" has been created with sc_home page, however when user goes to "<Instance url>/sp?id=sc_home" page on Service Portal, it doesn't load that created guided tour on the "Tours" menu.

Ideally, it should have been displayed as shown in this screenshot:

Release

London and newer

Cause

  • There is a custom page route map (sp_page_route_map) defined to redirect the pages from sc_home to sc_category.
  • Due to this, the database query to get the guided tour runs with the page's sys_id of the sc_category page, so it doesn't return the expected guided tours setup on the sc_home page.

Resolution

Review the custom page route map and de-activate it if is not required. Else, create the guided tour for the sc_category page instead of the sc_home page. 

Additional Information

Create a guided tour

Article Information

Last Updated:2019-04-17 04:49:58
Published:2019-04-17