Urgent : Record producer variables not showing as expected after upgrading to Kingston

[Ahmmed Ali]

Hello All,

we recently upgraded our Development instance to Kingston. we have one record producer to create incident. there are around 190+ variable on the same and we are using client script to show/hide the required variables.

after upgrade, the variables are not showing properly in variables section. Some variables are overlapping and some are showing as different columns.

If we open older incidents created by record producer (created before upgrade), the variables are showing correct. but for newly created incidents, issue is there.

Please help to debug the issue.

Thanks,

Ali

[sach1]

Two column wide layout didn't work earlier after upgrade it may have started working. Try below steps:

1. Uncheck "Two column wide layout" in variable set or record producer

2. If you have containers then try removing them.

[Ahmmed Ali]

Hello,

thank you for response.

we need to have containers as per our design look. but one weird thing is the record producer is working correct in service portal. but in normal catalog view (after clicking on try it button), the UI policies are not working.

what may be the issue with ?

thanks,

Ali

[Upender Kumar]

Hi,

Please make sure that while hiding container no mandatory filed will be there in container. So before hiding any variable/container first setMandatory false.

Thanks

[Ahmmed Ali · Accepted solution]

Hello All,

I got the solution. below id the brief note of it.

we had cloned "SC Catalog Item" widget and made some changes to the widget. Now service now had deprecated old widget and have come up with new widget (you will get with same name and old one with deprecated appended in widgets list). the issue is there if we use old widget's cloned version.

we raised a case with service now and got reply that it is our of their support score as they will support only platform breaks or OOTB functionalities.

as work around, we created one new SP page with new version of the widget (only for record producers) and the variables are correctly aligned for the new incidents created from this page.

to conclude, the issue was not with the record producer but with the portal page in fact widget.

Thanks,

Ali