For Agent Getting Some Randome view while creating a new Case.

rohit_hatkar1
Tera Expert

3 weeks ago

Being an admin Getting a Case view while creating a case but for a Agent the Getting some  random alignment but the view name is Case only
for Admin 

View : Case

Showing expected alignment.

 

for Agent 

View : Case*

Showing some random alignment of the fields 

0 Helpfuls
  • 375 Views
1 REPLY 1

sachinvic
Giga Guru

3 weeks ago

@rohit_hatkar1 

Hi,

Since the admin and agent are seeing different layouts for the same Case record, first check whether a different Workspace View Rule or page variant is being applied to the agent.

 

For CSM/FSM Configurable Workspace, check:

1. Workspace View Rules
Go to Workspace Experience >> Forms >> Workspace View Rules and check the rule for the Case table. A view rule can determine which form view/layout is used in the workspace.

2. UI Builder Page Variants
If the workspace is using page variants, open the CSM/FSM Configurable Workspace in UI Builder and check the Case record page variants. Variants can be targeted to different user audiences/roles, which can result in agents seeing a different Case layout.

3. Compare the agent and admin session
Impersonate the affected agent and compare the applicable view rule/page variant with the admin session. This should identify what is causing the different field alignment.

 

I would not modify the Case form or create a new view immediately. First identify which View Rule or page variant is being selected for the agent.

 

If the Case* view is coming from a page variant, the fix should be made there rather than changing the OOTB Case form globally.

 

Helpful? Please mark the response as Accepted Solution ✅ and close the thread — this helps future readers find the solution faster.

 

Regards,
Sachinvic
✨ ArchX Certified | ✨ 16x ServiceNow AI MVP

0 Helpfuls