SOW Resolve button pop-up fields

[WasonJ1]

Hi,

When our agents in SOW click on the Resolve button for an Incident in the modal pop-up they see a different set of fields then what I see on my admin account. They are seeing the fields from one of our incident views, while my admin account see the fields that are on the Display tab in SOW. How can I change what fields the agents see when the click the Resolve button? Currently it is not showing all the fields they need. 

[musislam · Accepted solution]

Sounds like the modal is falling back to one of your own incident views for the agents, which would explain why what you configured only shows up for you.

The Resolve dialog has its own form view called SOW Incident Resolve Modal. You configure it from Core UI, open an incident, switch to that view, then Configure then Form Layout. One catch that trips a lot of people up: a field has to already be on the Service Operations Workspace view before it's available to add to the modal.

The admin versus agent difference looks like a view rule to me. Have a look at sysrule_view and sysrule_view_workspace for incident and see if anything matches your agents' roles and forces a different view. That's a guess though, I haven't confirmed view rules behave that way on this particular modal.

1. Which release are you on, and how old is the Service Operations Workspace store app? The resolve modal view doesn't exist on the older ones.

2. When you compared, were you impersonating one of the agents, or just looking at your own admin session?

3. Are there any view rules on incident, and is Experience Restricted ticked on them?

4. The fields that are missing, are they off the layout altogether, or on it and just not rendering for agents? Field level read ACLs will drop them quietly.

If that works for you, mind marking it as the recommended solution? Helps me support these better for the community.

[WasonJ1]

Thank you very much for your help Musislam. The issue ended up being that the agents were getting their view set automatically by a view rule. When I tried manually changing his view on an incident record to SOW then went back to the workspace and tested, it was displaying the proper fields when clicking the Resolve button.

[Ankur Bawiskar]

@WasonJ1 

share screenshots of both the users

[musislam]

Hi @WasonJ1

Following up on my own answer, I had a better look at this.

The official docs page confirms the view name and the catch I mentioned:

https://www.servicenow.com/docs/bundle/zurich-it-service-management/page/product/service-operations-...

Worth noting it also says field decorators are not supported in the Resolve or Assign dialog, so do not expect those to carry across.

On the admin versus agent difference, let me narrow what I said earlier. For SOW it is not the classic sysrule_view, it is Workspace View Rules, under Workspace Experience then Forms then Workspace View Rules. Those only fire if they are attached to a UX View Rules Configuration that your workspace page registry references through a viewRuleConfigId property, so check that link actually exists before you rule them out.

The thing I missed is page variants. If anyone has built a variant in UI Builder with an audience and pointed it at a custom incident view, the Resolve modal follows that view instead of SOW Incident Resolve Modal. Someone hit exactly this here:

https://www.servicenow.com/community/developer-forum/resolve-declarative-action-shows-a-different-po...

Your agents matching an audience while you do not would explain the split you are seeing.

If that works for you, mind marking it as the recommended solution? Helps me support these better for the community.