Disappearing of incident form field

[Martin45]

Hello,

Some users struggle with issue when they open incident form the Assignment group field is hidden. After reloading the page the field appears for a moment and disappears. 

Inspect element shows style=visibility:hidden when the assignement hroup is not visible and and if value hidden is removed the Assignment group appears.

Could you please advise how we can resolve this issue? I checked business rules, UI actions, Clients scripts etc. and there are no changes recently done.

Thank you,

Martin

[Elijah Aromola · Accepted solution]

It sounds like there is a client script / UI policy that is hiding this field. Have you looked to see if there is any script/policy that affects that field?

[jMarshal · Accepted solution]

if it appears and then hides on load, its very likely a UI Policy! 

https://instance.service-now.com/now/nav/ui/classic/params/target/sys_ui_policy_list.do 

^^ replace "instance" with your specific instance name.

[Elijah Aromola · Accepted solution]

It sounds like there is a client script / UI policy that is hiding this field. Have you looked to see if there is any script/policy that affects that field?

[Martin45]

Hi Elijah,

Thank you for your update. I went through UI policies and Client scripts and tried to narrow the records as there are plenty of them but did not find anything that would make Assignment group hidden.

BR,

Martin

[jMarshal · Accepted solution]

To narrow down the records, you can filter out anything which is not of "On Load" type.  For UI Policy, this would show as "On Load = true" and for Client Script, it will have a a type of "onLoad".  For Client Scripts, you can add "script" to the list view and examine it (preview it) without opening each CS record...but for UI Policy, the action is detailed in the record (like a related list), so you'll need to open and examine each one.  You might also want to try using Field Watcher -- Field watcher in Next Experience #servicenow #servicenowdeveloper - YouTube

[Martin45]

Thank you