We need to have the same field name in SOW view as per U116/Native view

sharsha · ‎08-25-2026

It is 'Additional comments(Customer Visible)' in UI16/Native view but it is just 'Additional comments' in SOW.

We need to have the same field name in SOW view as per U116/Native view

We're not able to find the common dictionary record which contains the same name.
also we're not able to see the dictionary field record (related to UI16 view), that have the name 'Additional comments(Customer Visible)' .

PFB attached screenshots of both view. Please advise.

Ankur Bawiskar · ‎08-25-2026

@sharsha

another fix is create your own onload client script on INC which runs on new record and checks if it's SOW

It worked for me on new record in SOW

function onLoad() {
    // Check if it's a new record
    if (g_form.isNewRecord() && top.location.href.indexOf('/now/sow/record/incident/-1') > -1) {
        g_form.setLabelOf('comments', 'Additional comments (Customer visible)');
    }
}

output

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

sharsha · ‎08-25-2026

@Ankur Bawiskar I need to have that same label when I'm creating a new Incident record in SOW view and also after the Incident record is created in SOW view as well. Please let me know, Thanks!

Ankur Bawiskar · ‎08-25-2026

@sharsha

the script I shared worked for new record, there you can enhance so that it shows for new and existing record both

function onLoad() {
    // Check if it's a new record
    if (top.location.href.indexOf('/now/sow/record/incident/') > -1) {
        g_form.setLabelOf('comments', 'Additional comments (Customer visible)');
    }
}

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader

sharsha · ‎08-25-2026

@Ankur Bawiskar Thanks, It worked for Me

SohamTipnis · ‎08-25-2026

Hi @sharsha,

Check for the UI builder; that is the way you can achieve it.

Let me check this as well!!

If you find my answer useful, please mark it as helpful and correct. ‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer || Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10