Sure, here are the steps you can follow to troubleshoot this issue:
1. Open the browser's developer console: This can usually be done by right-clicking on the page and selecting "Inspect" or "Inspect Element". Then, go to the "Console" tab.
2. Reproduce the issue: Try to open an incident again and see if any errors appear in the console.
3. Check for errors: Look for any errors in the console that might be related to the issue. These could be JavaScript errors caused by a UI Policy or Client Script.
4. Disable UI Policies and Client Scripts: If you suspect a UI Policy or Client Script is causing the issue, try disabling them one by one to see if the issue persists.
5. Check the logs: You can also check the ServiceNow logs for any errors. Go to System Logs > All in the ServiceNow navigation pane.
6. Use the Scripts - Background: If you have the admin role, you can use the Scripts - Background module to debug scripts.
7. Check ACLs: Make sure that the user has the correct access rights to the incident records.
8. Clear the cache: Sometimes, clearing the browser's cache can resolve issues.
Remember to test in a sub-production instance first before making any changes in the production instance.
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