Live updates in Dev and Test but not Prod

[Mills212]

Hi all,

I'm new to the community and this is my first post. I hope you are all doing well.

The issue:

In Dev and Test environments, when an assignment group or assigned to field of an incident is changed, the list view will automatically update immediately. In Production, this does not happen. The list view will never update automatically and requires the refresh button to be selected manually or by pressing f5.  I'm working in a CSM\FSM workspace.

I'd like to know a couple of things:

1. How to search Dev/Test environments to locate what client script/business rule etc. is causing the list view to refresh in real time. I understand I can scroll through and search each individual script/rule but this would be incredibly time consuming so was hoping there was a more efficient way that I could do this?

2. I believe there is 'out-of-the-box' live update configuration for list views for cases, incidents etc. to automatically refresh lists when a record is updated but I'm not sure on where to locate these or the best way to implement this in my environment. Any guidance on 'best practise' to achieve this would be greatly appreciated. I understand I could code this through a client script but if there is already config built into the platform, I would prefer to use this, initially.

Thank you for any help you can provide. If you require any more information to assist me further, please do not hesitate to reach out.

Greg

[Ahana 01]

This behavior could be due to a number of factors, including system settings, browser settings, or network issues. Here are some steps you can take to troubleshoot and potentially resolve the issue:

1. Check System Properties: Ensure that the system property "glide.ui.list_v3.enable" is set to true. This property enables the new list view, which includes automatic updates.

2. Clear Browser Cache: Sometimes, browser cache can cause issues with ServiceNow's dynamic updates. Clear your browser cache and try again.

3. Check Network: If your network is slow or unstable, it might cause delays in updates. Check your network speed and stability.

4. Check ACLs: Ensure that the user has the correct Access Control Lists (ACLs) permissions to view the updated fields.

5. Check Business Rules: There might be business rules in place in the Production environment that are not in the Dev or Test environments. Check for any business rules that might be affecting the list view updates.

6. Use List v3: List v3 has more features and is more efficient than List v2. If you're not already, try using List v3.

7. Contact ServiceNow Support: If none of the above steps resolve the issue, it might be a good idea to contact ServiceNow Support for further assistance.

Remember, it's always a good idea to test any changes in a non-production environment before applying them to your production environment.

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