Selecting the "Get support" option on the Employee Service Center (esc) Service Portal generates error message "There is no destination set for this menu item"Issue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } A user selecting the "Get support" option as found on the Employee Service Center portal page (esc) will receive the error message "There is no destination set for this menu item" in a red banner at the top of the page. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All current versions of the ServiceNow Platform running Employee Center version 39.0.8 or higher. Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } There are several potential causes for this particular issue. However, the two most common such causes are the following: 1. The first, and most common source of this issue is that the default Advanced Portal Navigation record (APN) as used by the "Get support" option is currently set to inactive, while the actual menu item itself is still set to a value of active, as shown in the following screenshot: Thus, because the "Get support" Menu Item record is set as Active, while the Advanced Portal Navigation record is not, the system renders the "Get support" menu option but is unable display the Widget because the Advanced Portal Navigation record itself is inactive. Instead, it displays the unexpected error message. The "Get support" Menu option was specifically designed to be used on the Employee Service Center with the Advance Portal Navigation record and thus, if this APN record is set to a status of inactive, it will not operate or display as expected. 2. The second most common cause of this issue is that the "Get Support" Widget record that is referenced within the Menu Item record has been highly customized and for any reason, the instance can no longer correctly load and display the Widget. This could be due to errors in the various scripting fields of the Widget, inaccessible records or compatibility issues with the current version of the ServiceNow product running on the instance. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Both of these common causes of this issue can be resolved in a different manner, depending on what that cause is. For the first cause (the APN record is set to inactive) this Advance Portal Navigation record can thus be set to active and the record saved: /nav_to.do?uri=sn_ex_sp_portal_extensible_navigation.do?sys_id=5a8cfeff776031105d6a39bd1e5a9988 The user may need to log out and back into the instance and/or clear their browser cache before attempting to test the menu option. Alternatively, an admin or developer on the instance could create a copy of the Advance Portal Navigation record and ensure this copy was set to active and included the "Get support" menu item. If the issue is occurring despite the referenced APN record being set to a value of true, it is probable the issue is occurring due to customization issues on the "Get Support" widget record. As a short term solution, reverting the customizations to the original out-of-box version of that record will correct the issue and allow the Get support option to display as expected. In the long term, the admin of the instance can then review the customizations on the record and make any corrections or updates as needed to allow the Widget to render and display correctly and as expected.