Mega menu issues - Troubleshooting guide - Support and Troubleshooting

Mega menu issues - Troubleshooting guide Summary .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This articles details on,

What is "Mega menu"? How to setup "Mega Menu"? What are the possible issues can occur with Mega menu? and How to troubleshoot them? What is "Mega menu"? The "Mega menu" on "Employee Center" portal allows users to quickly navigate between the topics to find the catalog item / knowledge content. Below diagram shows the "Mega menu" in "Employee Center" portal. The taxonomy you associate with the "Employee Center" portal record determines the mega menu and its menu items.

How to set up "Mega menu"? To setup "Mega menu", first it needs a "Taxonomy".

Creata a taxonomy or clone the existing OOB provided "employee" Associate an existing root topic to the "employee" taxonomy or create a new root topic and associate. Root topic is nothing but a topic which doesn't have any parent topic but has child topics. Associate connected content to the topics, this can be done via "Add content from a catalog category" or "Add content from a knowledge category" relate list. Also you can create/associate quick links to the topics, which will show under "quick links" in "Mega menu". What are the possible isssues can occur with "Mega menu"? Below are the few posssible issue scenario which can occur with "Mega Menu" on "Employee Center" portal.

"Mega Menu" not appearing on "Employee Center" portal "Mega Menu" not showing all the updated values in the taxonomy Browse button the "Mega menu" is not working "Mega Menu" not visible for some users "Mega menu" showing only one level of topic Translation not working on "Mega Menu" "Mega Menu" works fine on source instance, but not working on target instance which was applied via updateset Lets deal with one by one scenario and see how we can troubleshoot them.

Scenario 1: "Mega Menu" not appearing on "Employee Center" portal 1. Check whether the "taxonomy" is associated to the "Employee Center" portal, it should be associated as shown below,

2. Check whether the associated taxonmy is active as shown below,

3. Check whether the "taxonomy" has some child topics as shown below, and make sure those child topics are active as shown below. If the child topics are inactive, taxonomy will not show up on the menu.

4. After making above things are okay, still "Mega menu" not showing up, you can follow below steps.

5. Inspect the "Mega menu" using browser dev tools and then go to console tab

6. On the console tab, write below code to inspect the mega menu variable in data object of portal,

var v = angular.element($0).scope();

v.data.menuItems; Following screenshot shows the same,

7. By exploring the data object, you will be able to diagnose, what values made into the client side from server side. So that you will be able to narrow down the issue specific to server side code.

7.a. The "employee-center-navigation" widget is building the "Mega menu" based on the taxonomy associated to the portal record. To troubleshoot the server side widget code, you can follow below steps,

7.b. Get into "Employee Center" application scope, then introduce breakpoints on Server Script where you wanted to debug as shown below,

7.c. Then, click on "Open script debugger" option as shown above. This will open script debugger window a shown below,

7.d. Now reload the "Employee Center" portal, it will invoke "employee-center-navigation" widget, which will get caught by the debugging point we have placed as below,

7.e. On this debugger, you can execute step by step and review each variable to identify what is going wrong with the building of "Mega Menu" data object "data.menuItems".

Scenario 2: "Mega Menu" not showing all the updated values in the taxonomy The "employee-center-navigation" widget is using scrathpad to set/get client data via variable "taxonomy_topic_menu_items" and hence when admin does update the taxonomy structure or making a topic valid for "Mega menu" via adding associated content, it doesn't reflect immmediately on the "Employee Center" portal. This is documented on PRB as below, "PRB1613641 - Employee Center Topic or Taxonomy configuration changes do not display immediately to end user" This PRB closed as working as expected with below resolution, "This is working as expected .

We have introduced session cache on the topics for employee center navigation as part of "PRB1561906 - Performance : Cache Taxonomy menu items. ".

This is majorly done for performance improvement . For any topic changes to be reflected in navigation menu the user has to logout & login."

Scenario 3: Browse button on the "Mega menu" is not working Browse button shows on the parent topic which has more child topics in it, it allows user to browser content/topic within the parent topic directly. To get the "Browse" button for a parent topic, the parent topic should have some connected content associated to it and it should have some active child topic associated to it, the child topic should have active child topic which has some contents associated. Then it will show the browse button as shown below,

Scenario 4: "Mega Menu" not visible for some users Check whether the user affected has the visiblity to the affected "Mega menu" (topic) associated "catalog item" / knowledge, mostly this is controlled via User criteria on those items. Scenario 5: "Mega menu" showing only one level of topic Check whether the level of topic which is not visible does have associated connected content. For example in the following screenshot, the topic "test topic" has parent topic as "Risk & Compliance", but it should have some associated connected content, otherwise, "test topic" will not be visible, menu will stop rendering until "Risk & Compliance" topic alone.

You can associate connect content on a topic either via, directly creating a association via new button on the related list as shown in the above screen OR clicking on "Add content from a catalog category/Add content from a knowledge category" related links. Scneario 6: Translation not working on "Mega Menu" The topic records name field is "translated_text" type field as shown in the below screenshot, and hence when it is translated it should be making it to "sys_translated_text" table.

But issues observed with translations not showing up on "Mega menu" in "Employee Center" portal eventhough relevant translation entries exists in "sys_translated_text" table. This could be due to known problem "PRB1578276 - i18n: ESC: caching issues affecting the /ESC homepage." This problem has been already fixed in latest release (SR - HR - Employee Center Bundle - August 2022). When customer reports issue with the translation on "Mega menu", make sure they are on latest app version. Scenario 7: "Mega menu" and updateset ("Mega Menu" works fine on source instance, but not working on target instance which was applied via updateset) The topics and taxonomy changes are tracked via update set, but the data (connected content records, etc) wont be captured in the update set, so the best option is to import/export via xml. Following community post has detailed info, https://www.servicenow.com/community/employee-center-forum/migrating-megamenu-taxonomy-from-one-instance-to-another/m-p/253497#M1916

Release .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } }

Related Links .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } What is Unified taxonomy

Unified taxonomy for Employee Center

Curated Experience

Mega menu

KB1212940 : How to move the Connected Content records from one instance to another instance