XML Imported fields not showing on form layout & list view for selection

[Sonal10]

Dear Experts,

We had missed some problem management upgrades due to which our problem table does not have 2 new out-of-the-box fields "major_problem" & "review_outcome". However, we now have the need to use these and did not want to create it as they would then be user_defined.(i.e. u_major_problem & u_review_outcome).

So based on some other posts here I managed to successfully import the fields from my personal instance:

And as I was typing this the labels went missing - so used another thread to restore them in the sys_documentation table. (so now the fields appear oka again)

However, these fields are still missing from the form layout or list view (see below)

Can someone please assist? We would prefer to have these fields out of the box rather than user-defined.

Any suggestions?

Regards,

Sonal

[ajbarnes]

Greetings Sonal,

 It would be better to see why you don't have those fields and resolve that. Perhaps they are in a skipped upgrade record or a plugin you don't have enabled? 

If you wish to move a field, make a new update set in your personal developer instance. Create a field on a table - see what gets put into the update set. Then you can know what to get and put in your instance to complete your task. You can go get the share item for add to update set. 

-Andrew Barnes

[Sonal10]

Thanks, Andrew. Really appreciate your response.

Question: How can I find which upgrade they were skipped in? Is there an easy way to detect that? 

The field created with imported XML shows this as the version history:

Does that give us any clues?

Am I looking in the right place - is there anything else I should be doing to get the columns back?

[ajbarnes]

You can look in the XML of the dictionary item in your Personal instance and see the "sys_package" it came from, and look for that in your upgrade history.

-Andrew Barnes

[Sonal10 · Accepted solution]

I raised it with HI - and here's their response - in case someone comes across the same problem.

The fields you are reporting are part of the "Problem Management Best Practice - Jakarta". This plugin was introduced in Jakarta and it is intended to provide alignment with proven problem management ITIL practices. It is active for new Jakarta customers and above. Customers who upgrade from a previous release must request the plugin on HI, because activating it could break existing customizations. You can find further information regarding Jakarta changes on https://docs.servicenow.com/bundle/jakarta-release-notes/page/administer/plugins/reference/r-jakarta-plugin-changes-2.html Also, I would recommend going through our KB article "Jakarta Best Practice Plugins for Change, Incident, Problem, and Service Level Management " (https://hi.service-now.com/kb_view.do?sys_kb_id=bd9c165cdbb7c784852c7a9e0f9619d5&sysparm_rank=2&sysparm_tsqueryId=ccffc709dbace3008e7c2926ca961921). If you opt on activating the plugin, please do so on sub prod instance and conduct testing before moving to production.