This is a 3 part series that will take a deeper look at the new Service Portal features found in the Kingston release. In case you missed part 1, checkout the link below.
Part 1 – Announcements
Part 2 – Route Maps
Part 3 – Order Guides
Route Maps for Service Portal
One of my favorite features in the Kingston release is the new Page Route Maps. Lets say you’re working on a new custom portal, but you would like to leave the out-of-box portal intact. One of the custom pages of the new portal is a User Profile page, in the past you would’ve either renamed the out-of-box page ID, or used a new page ID and then updated any links found throughout the portal. The problem with this is that the links are sometimes hard-coded in the out-of-box widgets, that you would now have to clone just to change the URL. In Kingston this has been solved by simply creating a new Page Route Map.
When to use Page Route Maps
- Cloning out-of-box pages
- Multiple portal environments with differing pages
- Restrict access to a page
New Configuration Records
The following configuration records have been added to ServiceNow to provide support for the new Page Route Maps feature:
- Page Route Map [sp_page_route_map]
- Page Route Maps [Service Portal > Page Route Maps]
Creating a New Route Map
Using our example from before, if we would like to link our portal to a new User Profile page without changing any of the existing links, all we have to do is:
- Navigate to Service Portal > Page Route Maps.
- Click New.
- Complete the form.
In this example, the out-of-box page is called “user_profile”, and our new page is “user_profile_2”. With this new Route Map, any request at the original URL on a designated portal will render our new page.
The Route Maps are a great addition to the Service Portal. Due to the Service Portal’s modular nature, Page Route Maps finally complete the full circle of being able to quickly and easily change the page that is rendered without changing URL’s.