Incident Form View - has it Changed?

[terrieb]

I got a report from a staff member that her view of Closed/Resolved incidents in form view has shifted somewhat.

Previously when she clicked on an incident in list view (closed/resolved incidents only), if the description was short, then she could see the top of the ticket.

However, now, in like the last month or so, if the description is long, then when she clicks on it to open, the form automatically scrolls down and shows the Notes section and below.  She has to scroll up manually to get all the info on the top of the record.

Has this happened to anyone else?  

We think it may be a resolution issue, but nothing has changed on our side, so not sure why it's happening now.

Nothing "broken" per se, just annoying...

Attaching doc showing the two "views" based on the scenarios above.

Thanks

[Hemanth M]

Hi @terrieb ,

is this happening to all?, could you pls verify this behavior in sub productions once, i hope we haven't touched this property "glide.ui.focus_first_element"

[terrieb]

I checked that system property and it has been updated since 2007!  so that's not it.

It reacts that way in all of our instances (prod and 2 non-prod) but only when viewed on a split screen monitor view or laptop view.  

If you do a full screen on a monitor, it does not "act" that way.

So thinking its some kind of resolution issue but don't want to change the resolution on the equipment just for this feature as it may affect other apps running on the same equipment...

That's why I was looking to see if some element or other back end system was updated recently to have this happen because previously, not matter how or where the record was viewed, it always went to the top of the record, not auto scrolled down to the activity log section

Plus this is only happening on Incident records, no other table records.. (at least no other table record issues reported to date)

Thanks!

[Hemanth M]

Hi @terrieb ,

Interesting! If nothing changed on your end and it was working previously, open a case with ServiceNow (Now support ticket/HI ticket) to see what they suggest

[Vishal Jaswal]

Hello @terrieb 

If this is for one specific user, then Navigate to All > User Administration > User Preferences - Name contains Incident and User is "affected user" and hit run.

Take multiple backups as excel and xml and then delete all.

Impersonate the user and validate.

If this is affecting all users, then you want to revert to previous working version of Incident view.