Help The Help Desk Login script pointing to the wrong instance - Support and Troubleshooting

Help The Help Desk Login script pointing to the wrong instance Description  When using Help The Help Desk, the configuration items are not being updated on the instance.

Further investigation shows that the Help The Help Desk Login script has the wrong instance name in the following section of code:

// The variable should point to your instance URL, such as https://demo.service-now.com var server = "https://wrong-instance-name.service-now.com/";

Cause The value of the system property glide.servlet.uri is the most likely cause of this issue.

The property may be set at an incorrect value after a clone operation onto the target instance.

Resolution The instance name in the Help The Help Desk Login script is dynamically generated on the instance from the system property glide.servlet.uri .

Review the value of this property and set the value accordingly:

In Scripts-Background, run this script: gs.info(gs.getProperty('glide.servlet.uri')); It should be: https://correct-instance-name.service-now.com/

If it is not, please open up a Case with Support.