SOW Change Record – Overview Tab Loads Blank

[kimberlylp]

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! 

[Tanushree Maiti]

Hi @kimberlylp '

Yes , it is required. 

Quickly setup Service Operations Workspace for ITSM

Key features

With Service Operations Workspace, you can effectively manage interactions, incidents & requests. Here are some of the key features:

• Landing page - Get started with the landing page that is tailored for your Service Desk agents and Level 2/3 analysts. The landing page provides an overview of outages, service announcements, and assignments to efficiently prioritize the work. The agents can view and manage their performance and learning tasks assigned by their manager.
• Incident Management - Manage your incidents effectively with contextual information and targeted actions.
• Incident Investigation - Streamline investigations and accelerate incident resolution with the metrics data collected from Agent Client Collector (ACC) and Microsoft Endpoint Configuration Manager.
• Tailored recommendations - Use information from similar incidents and knowledge articles to accelerate incident resolution.
• Collaborate on incidents - Collaborate with the requester and peers right from the task using MS Team chat.
• Request Management - Create requests arising out of incidents and interactions. Manage the entire lifecycle of these and other requests
• Password Reset: Enable agents to reset users' passwords and also unlock their accounts.

[Ankur Bawiskar]

@kimberlylp 

yes that's the core plugin for SOW

Please raise a case with ServiceNow

[kimberlylp]

Sorry. I did not recognize the backend name of that plugin as the Service Operations Workspace ITSM Apps.

As stated in my original post I have updated and repaired all plugins associated with SOW and still have this blank Overview tab.

I have scoured all community posts, asked AI, and tapped every resource at my disposal.

"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. "

[kimberlylp]

Sorry. I did not recognize the backend name of that plugin as the Service Operations Workspace ITSM Apps.

As stated in my original post I have updated and repaired all plugins associated with SOW and still have this blank Overview tab.

I have scoured all community posts, asked AI, and tapped every resource at my disposal.

Recall I posted, "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. "

[Ankur Bawiskar]

@kimberlylp 

raise a case if this is for customer instance.