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      Embedding HappySignals Agent Widgets in ServiceNow Using Legacy Dashboards (Instances Created Before Xanadu)

      Guide for embedding HappySignals widgets in ServiceNow pre-Xanadu: create legacy dashboards, add widgets, verify roles, ACLs, and HappyConstants.

      Background

      ServiceNow’s Xanadu release removed the old Core UI framework that HappySignals widgets relied on. This means that in instances created after Xanadu, the traditional method of embedding widgets no longer works.

      However, if your instance was created before Xanadu, you can still use the legacy dashboard functionality to add HappySignals widgets.

      Steps to Embed Widgets in Pre-Xanadu Instances

      1. Navigate to pa_dashboards.list in your ServiceNow instance.
      2. Create a new dashboard and wait a few moments for it to appear in the list.
      3. Open the newly created dashboard and look for the “View Dashboard” related link.
      4. If the dashboard opens with the message:
        “Add widgets using the widget picker.”
        You are in the correct (legacy) dashboard view.
        WidgetArticle
      5. Use the widget picker to search for and add the desired HappySignals widgets:
        • Overall Scores
        • Agent Scores
        • Feedback
        WidgetArticle2
      6. After creating the dashboard, you can migrate it to the new dashboard framework using the Migration Center if needed.
        Screenshot 2025-10-01 at 14.48.01

      Important Role and ACL Checks

      Even in Pre-Xanadu instances, ensure the following for proper widget functionality:

      • Required Roles:

        • x_pgo_happysignals.happy_agent (for agent view)
        • x_pgo_happysignals.happy_global_manager (for manager view)

      • ACL Verification:

        • Check ACLs for the HappySignals Surveys table.
        • Make sure no custom ACLs block visibility.

      • HappyConstants Script Include:

        • Add any custom tables if used.
        • Verify that the fields resolved_user and related_user are correctly defined.

      Best Practice

      • If your instance was created after Xanadu, widgets cannot be embedded using this method. Consider using Platform Analytics dashboards or custom reports based on HappySignals data tables.
      • Keep your documentation up to date and monitor HappySignals announcements for future widget solutions.

      Additional Resources