Open Record "i" icon not working in Configurable Workspace

[allentschumper1]

Hello-

Attached is an example.  Not much to show since when you hit the "i" icon, nothing happens 🙂

The curious part is that for some tables it works and others it does not...so it's not a matter of records not being there, because they are.  For example, we have external and internal case tables that extend to the same table and thus, use the same fields in some cases...like assignment group or account, etc.  In one table, that icon works just fine and fires up the record right away.  The other, you click on it and nothing happens.

I haven't been able to find a smoking gun on the difference between the 2.  

Note: we are in the process of upgrading to Zurich (from Xanadu) and this is happening in our SandBox instance as we are using that as our trial instance for the upgrade.  After cloning and upgrade, this is what is happening...before that it WAS working in all tables.  Thus, the confusion on what happened to cause this.

Any suggestions on what could be happening and where all I should look to try and figure this out.

Thank you!

[GlideFather]

Hi @allentschumper1,

is this a HR Workspace? Or which one? I remember there was some known error in HR one but Zurich was expected to fix that... let me know where exactly your screenshot is taken from.

Also, is this happening for one user only or for more? Try impersonating another relevant users (e.g. same location/group/...)

Have you tried different browser and/or incognito mode? You can always log out - clear cache - log in, this "Holy trinity" solves so many problems :)))

Are there any other reference fields on the form? To see if all the "i" icons are broken or just this. It might be missing rights for the record that is being referenced to...

TL;DR: try to find out whether it is related to:

• individuals,
• browser/session,
• one or more records,
• one or more tables,
• one or more workspaces (if you haev chance compare SOW with HR, CSM or two workspaces)

Let me know what you found and we can discuss further details to get some more ideas

Godd luck

[Ankur Bawiskar]

@allentschumper1 

Since you said it's happening after the upgrade, better to raise a case with ServiceNow for this.

💡 If my response helped, please mark it as correct ✔️ and close the thread 🔒 — this helps future readers find the solution faster! 🙏

[allentschumper1]

Yep, case has been opened with ServiceNow and have received no concrete response and it's been open over 2 weeks. 

[Dr Atul G- LNG]

Hi @allentschumper1 

Try to repair the plugin once (workspace plugin and test)