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

rohit_hatkar1
Tera Expert

‎10-01-2026 01:17 AM

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
  • 508 Views
2 REPLIES 2

sachinvic
Giga Guru

‎10-01-2026 08:28 AM

@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

sanjaygupta
Tera Guru

yesterday

This behaviour may be related to view configuration or user-specific form personalization. Although both users see the Case view, the actual field layout may differ because of user-specific customizations or view configuration.

You can check the following:

  • Navigate to System UI > Views.

  • Open the Case view.

  • Verify that the view configuration is correct.

  • Navigate to System Definition > Tables and open the relevant Case table.

  • Check the Form Layout for the Case view.

  • Compare the form layout using the Admin and Agent accounts.

  • Check whether the Agent has any saved form personalizations.

  • Review the Agent's roles and any UI Policies or Client Scripts that could change field visibility or positioning.

  • Test using another Agent account to determine whether the issue is user-specific.

Also, clear the Agent's browser cache and test again.

If the issue persists, compare the form layout and active UI Policies for both users. The exact cause may depend on the Case table, configured roles, and custom form scripts.

Hope you found it helpful!

0 Helpfuls