The Additional URL Parameters of Guided Tours does not filter on the Service Portal "Tour" menu - Known Error

The Additional URL Parameters of Guided Tours does not filter on the Service Portal "Tour" menu Description The Additional URL Parameters of Guided Tours does not filter on the Service Portal "Tour" menu.

Steps to Reproduce

1. Verify the Guided Tours on Service Portal is enabled (default).

2. Navigate to 'sys_embedded_tour_guide.do'.

3. Create a Guided Tour: Name: Need to know Status: Published Type: Service Portal SP Portal: Service Portal SP Page: ticket Additional URL Parameters: sys_id=xxxxxxxxxxxxxxxxxxxxxx&view=sp

4. Edit this Guided Tour with Designer, adding Introduction, Conclusion, and Step.

5. Navigate to Service Portal.

6. Open a Request record on the ticket page. The Guided Tour is visible on every ticket page, not just when viewing Request 'xxxxxxxxxxxxxxxxxxxxxx'.

Workaround After carefully considering the severity and frequency of the issue, and the cost and risk of attempting a fix, it has been decided to not address this issue in any current or near future releases. We do not make this decision lightly, and we apologise for any inconvenience.

The purpose of the url parameters is not to filter tours on the Tours Menu. It is intended to be used by the tour designer, because certain pages do not have content unless a sys_id is attached to it in url. For example in a KB article page, if the tour designer needs to put a valid sys_id while creating the tour - so that the Guided Tour Designer loads up with a page that has some content in it - this enables the tour designer to start creating a tour on the article page.

The workaround is to create tours based on roles, and then assign the correct roles to respective users. Then the tours will be filtered based on roles, and only tours applicable to the user’s role will show up on the tour menu.