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! 

[Dr Atul G- LNG]

If this is a PDI issue, it may be better to release this instance and take a new one.

If it is client-related, it would be better to log a case with Now Support.

[kimberlylp · Accepted solution]

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.