SOW- Problem overview tab is not showing anything.

Pooja P · 3 weeks ago

Hi Team,

Service Operation Workspace , Problem overview is showing below error. can someone suggest.

Note: we have repaired the plugin and issue is only for Problem module.

Attached screenshot from PDI

Thanks,

Pooja

PubbagiriB · 3 weeks ago

I have figured out why it still shows the error even if all the configurations exist and are active. OOB problem module configurations use the problem state field, which has also been used in the filter conditions in the Problem Overview container.

If you have any customizations around this field (like creating a new choices which are not OOB or created a new state field) then it will show the empty in the condition field as shown in the screenshot then it will not and show an error message.

Please update the state field to reflect the actual state values in your instance then it will start load the overview page without any issues.

We did the same and it worked for us.

Thank you.

Regards,

Brahma

View solution in original post

Ankur Bawiskar · 3 weeks ago

@Pooja P

Since this is for PDI, we can't debug much.

PDIs are unstable and I will suggest to use another PDI.

it looks like the container is missing in PDI.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Pooja P · 3 weeks ago

Hi @Ankur Bawiskar Thank you for the quick response , we observed this in our Client instance hence we tried checking in PDI it was same behaviour . Can you please suggest what might be missing it should be coming OOB right ?

Note: we recently upgraded plugin for SOW for ITSM.

Thanks,

Pooja

Ankur Bawiskar · 3 weeks ago

@Pooja P

yes it should be coming OOTB.

It seems somebody has followed this step and hence it's not showing i.e. some customizations are done.

How to hide/remove the incident's Overview tab in Service Operations Workspace

if that also doesn't fix then for your client instance raise a Case with ServiceNow.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Dr Atul G- LNG · 3 weeks ago

Hi @Pooja P

Please update and repair the SOW plugin to the latest version and then check, it will get resolved.

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