Missing Favorites - Support and Troubleshooting

Missing Favorites Issue The customer is experiencing an intermittent issue where favorites items from the platform header are missing.

Symptoms Issue is intermittent. Unable to clearly provide STR.

Release Xanadu Patch 4a

Cause Could cause by browser performance or data missing after cloning/migration(KB1177454).

Resolution Try to impersonate and reproduce the issue

If CAN SEE the bookmark items under favourite menu do following Check sys_ui_bookmark if the bookmark item is matched for the user Check with the user how they use their browser, if they have multiple tabs opens when experiencing the issue Ask the user to clear browser cache : Go to https://instance.service-now.com/cache.do > Click 'Clear all browser caches' manually clear browser cache and freeing up space. eg, https://helpdesk.tcsedsystem.edu/hc/en-us/articles/12589236450583-How-Do-I-Clear-My-Internet-Browser-Cache If CAN NOT see the bookmark items under favourite menu Check KB1177454