Modifying Incident Overview in SOW

[tinndizz]

Hi ServiceNow Experts, I need help please -

So on the Incident form in SOW I need to remove the following: Business Impact, Configuration Item, and Service Offering fields, and instead add Supporting service field

Now, I am on UI builder, created a variant for Incident overview however, I do not know and cannot figure out how to delete those fields highlighted above and add another field - please help...

[Dr Atul G- LNG]

Hi @tinndizz 

I am not 100% sure about that, you can make a change and see if it reflects, if it works, it means OOTB there is some logic which update here the new variant.

[tinndizz]

Yeah, that's the thing, I do not want to touch the existing set-up OOTB that's why I created a duplicate variant. And if I go to the form layout, sow view, it seems like the one I am changing is the OOTB, no option to pic which variant to change. 

[Dr Atul G- LNG]

Hi @tinndizz 

I think there is no way then, either need to investigate the UI builder, why it is not visible or make changes in OOTB view only buddy.

[Community Alums]

Hi @tinndizz 

we can make update on incident overview on sow with help of views created in system UI.

use following link to find view and its section work on your requirements.

All-System UI - views - search with sow_incident_overview

https://INSTANCE.service-now.com/now/nav/ui/classic/params/target/sys_ui_view.do%3Fsys_id%3D18c568e3...

[tinndizz]

Hello, I went to the link and change the instance name but got record not found.