SOW Change Record – Overview Tab Loads Blank

kimberlylp · 3 weeks ago

Hi everyone,

I’m running into an issue with Service Operations Workspace (SOW) where the Change Record loads with a blank Overview tab, and I’m hoping someone can point me in the right direction.

Here’s what I’ve already validated:

I am using base UI forms for both:
- Service Operations Workspace form
- SOW-Change-Overview form
Every field configured on the Overview form is also present on the SOW form
There are no "dot walked" fields on the Overview form
Verified the App Route List: there is a Change Overview record present in the SOW ITSM app scope
Ran plugin updates and repairs on all recommended plugins

Despite all of this, the Overview tab still renders blank when opening a change record in SOW.

I see others have had a similar issue and I’ve gone through all those recommendations, so I’m especially interested in anything more advanced or less obvious that I might be missing.

Appreciate any ideas—thanks in advance!

kimberlylp · 2 weeks ago

I did open a HI Case on this. Turns out to be self inflicted:

Issue:
==========
SOW Change Record – Overview Tab Loads Blank

Cause:
======
Someone has configured Record SRP page to be used for incident only.

As a result old record page was not providing mandatory isNewRecord value to the change overview databroker due to a difference in naming between data resources inherited from different variants of record page.

Resolution:
==========
SRP record variant was modified in UI Builder, thus SOW was using the old SNC record variant

We remove the SRP Record condition to allow the SRP record to populate on the Change Request record and the Overview is now showing as expected

It is highly recommended to use the SRP record variant for all cases. The previous record variant SNC record is no longer supported and no active development is done for it.

It is also removed entirely in the new versions of SOW.

View solution in original post

Dr Atul G- LNG · 3 weeks ago

Try to repair the SOW plugin once.

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Tanushree Maiti · 3 weeks ago

Hi @kimberlylp

1. First Try to Repair Service Operations Workspace & UI builder plugin (both)

2. Open in Incognito/InPrivate browser ->try

3.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

Ankur Bawiskar · 3 weeks ago

@kimberlylp

Was this working fine earlier?

Did you recently upgrade?

Share some screenshots

Try to repair the "sn_sow_itsm_cont" plugin

Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader

kimberlylp · 3 weeks ago

We upgraded to zurich-07-01-2025__patch8-03-20-2026 a few weeks ago. It was working, but I don't know when it stopped as we are newly adopting SOW and it took some time for new users to report it. Not all of them use change.

I don't have this sn_sow_itsm_cont plugin installed. Is it required?

It is just a blank tab.