A field is not visible on a Form or Form section of Case table

[Rana Elsekhily]

Hello community, 

I have a custom field is I am trying to show in a Case View of Cases table (CSM module) but it becomes visible only if I added to the main form as well as the required form section. If I tried to add it to the main form itself or any form section related to the main form, it doesn't appear. I have checked all UI policies, client scripts, ACLs and nothing run on this field at all. I even tried to enforce the visibility of this field using a client script and UI policy but again nothing displayed. This happens on this field specifically and also from Service Portal side. Also I tried removing the field and adding it the same, and the I have the same result.

I raised a ticket on Now Support but still they didn't reach a solution (they are also saying that there is no script touching this field).

Did anyone experienced the same case or could help me find the root cause? 

[Amit Pandey]

Hi @Rana Elsekhily 

Is there any difference view such as default, case or personal? Is it visible in list view? 

Regards,

Amit

[Rana Elsekhily]

Hello @Amit Pandey 
Yes there are different views and the field is visible on them but not on the required "Case" view. Also, yes the field is visible in list view (of Case View) before opening any record.

[Amit Pandey]

Hi @Rana Elsekhily 

Then you will have to create a view rule to make this field visible.

https://docs.servicenow.com/bundle/tokyo-platform-user-interface/page/administer/navigation-and-ui/t...

Please mark my answer helpful and correct.

Regards,

Amit

[Rana Elsekhily]

Hello again @Amit Pandey 

I tried to set the visibility of the field through a view rule but nothing happened. Also I read that this is not the correct way as the view rule is mainly used to force a specific view based on some conditions. 

But thanks for trying to support me 😊