Interactions view in the Service Operational Workspace

Marina15
Tera Expert

‎07-18-2023 04:39 AM

Hello!

I changed the layout of the "Service Operational Workspace New Record" view for interaction table. When I create a new interaction in this workspace, the form looks correct. But when I submit the form, the layout looks different. I can't figure out where to find this view. Maybe someone knows?
Thanks in advance!

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Ratnakar7
Mega Sage
Mega Sage

‎07-18-2023 05:05 AM

Hi @Marina15 ,

 

Here are some steps you can take to troubleshoot and find the correct view:

  1. Check Form Layout: Verify that the correct form layout is applied to the interaction table. Go to the "System Definition" > "Forms" > "Form Layout" module and find the form layout associated with the "interaction" table. Ensure that the layout is as desired and includes the necessary fields.

  2. Check Form Context: The ServiceNow platform uses Form Contexts to determine which layout to apply to a form. It's possible that the "Service Operational Workspace New Record" view has a specific form context associated with it, and when you submit the form, a different context is used. Check the Form Context associated with the "Service Operational Workspace New Record" view and make sure it's correctly mapped to the interaction table.

  3. Check UI Policy and Client Script: It's possible that there are UI Policies or Client Scripts that are dynamically modifying the form layout based on certain conditions. Review the UI Policies and Client Scripts that are applicable to the interaction table to see if any of them are affecting the form layout after submission.

  4. Check Other Views: If the above steps don't resolve the issue, consider checking other views related to the interaction table, such as "Service Operational Workspace View" or any other custom views that might be affecting the form layout.

  5. Review Update Sets: If your ServiceNow instance uses Update Sets, ensure that the changes made to the "Service Operational Workspace New Record" view were successfully included in the Update Set and not overwritten by other updates.

Thanks,

Ratnakar

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Bhuvaneswari T
Tera Contributor

‎07-10-2024 07:51 AM

Hi, Did you find a solution for this issue ? I am facing a similar one and I am not sure where to change it.

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