Tier Field Dependency Issue in Incident Task – SOW Shows 'None' Only for Specific Value

[mhafizam]

Hi everyone,

I’ve recently added a new field in the Incident Task form to represent Tier 1, Tier 2, and Tier 3 categories. These fields are configured with dependencies such that:

• Tier 2 is dependent on the selection in Tier 1

• Tier 3 is dependent on the selection in Tier 2

In the default view, the dependency works as expected. For example, when Tier 1 = Enquest, the relevant options appear in Tier 2.

However, when accessing the same record through the Service Operations Workspace (SOW), the Tier 2 field shows 'None' — and this only happens when Tier 1 is set to 'Enquest'. For all other Tier 1 values, Tier 2 options display correctly in both views.

Has anyone encountered a similar issue or know what might be causing this inconsistency specifically with the 'Enquest' value?

Any guidance would be greatly appreciated.

[Ankur Bawiskar]

@mhafizam 

you have made them dependent in choice itself?

any client script or UI policy is impacting in sow?

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

[mhafizam]

Yes, the dependency is configured directly within the choice list (dependent field setup).
There are no client scripts applied. The only UI policy in place is to make Tier 1 and Tier 2 mandatory — no show/hide or value-setting logic involved.

Appreciate your input

[mhafizam · Accepted solution]

Hi All,

Issue has been resolved after created a new field with different column name.