Unable to Delete a Section in Self Service View on Form Builder – Request for Guidance

[A04401441]

■Issue

While editing the Self Service view in the Form Builder on ServiceNow, I noticed that an additional "Notes" section appears below the existing one. This extra section fails to load properly and cannot be deleted. I’ve tried reloading and editing the form multiple times, but the issue persists.

■Questions

1. How can I delete this additional "Notes" section that is not loading correctly?
2. I’m concerned about whether deleting this section might affect other views or forms. Could you please confirm if there are any potential impacts?
3. Additionally, I’d like to understand what might have caused this issue, even if it's just based on possible scenarios.

※I will also attach screenshots of both the Form Builder and the Form Layout for reference.

■Additional Note:
Based on the attached screenshot, it appears that Form Section 2 is not linked to the Self Service view, which might be causing the issue. I suspect that deleting this section could potentially resolve the problem by removing the extra "Notes" section. However, I’m not certain, and I’m also unsure about any possible impact this deletion might have on other views or forms. I would appreciate any insights or guidance you can provide.

[Dr Atul G- LNG]

Hi @A04401441 

1. How can I delete this additional "Notes" section that is not loading correctly?

Atul: I don’t think we can delete this section as it is OOTB and by design. Deleting it would directly impact the user experience.

1. I’m concerned about whether deleting this section might affect other views or forms. Could you please confirm if there are any potential impacts?

Atul:Yes, if I’m not mistaken, it will have a global impact

1. Additionally, I’d like to understand what might have caused this issue, even if it's just based on possible scenarios.

Atul: Not sure, it could be a browser issue or a user-specific problem. Is it PDI? If so, try refreshing the instance; otherwise, log a new support case.

[A04401441]

Thank you for your prompt response.
Sorry if I’m misunderstanding or if my explanation is unclear, but I believe the "Notes" section at the top of the first image is a standard (OOTB) section. On the other hand, is the "Notes" section below it — the one showing an error — also considered OOTB?

Again, I apologize for the confusion, but in the second image, which shows the Form Layout screen, the "Notes" section with the error appears to be displayed under the name "label." Is this "Notes" section also OOTB and therefore not deletable?

[Dr Atul G- LNG]

Hi @A04401441 

Sorry if I’m misunderstanding or if my explanation is unclear, but I believe the "Notes" section at the top of the first image is a standard (OOTB) section.

Atul: yes, it is OOTB.

On the other hand, is the "Notes" section below it — the one showing an error — also considered OOTB?

Atul: Yes, but since we're already using the Notes section in a different view, we can’t use it in another view — at least that’s my understanding

[Ankur Bawiskar]

@A04401441 

what's your actual business requirement?

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