(Zurich patch 10 hot fix 10) Users Reporting Intermittent Missing SOW [Incident form] Buttons

[John Spencer]

The below is from a user.  I attach a screenshot.  This is the SOW Incident form.  Seems there is not a certain activity that can narrow down what / how this is happening.  I told the user I will try to replicate this.  Just wondering if anyone has encountered this.  (User says this happens with Chrome / Edge / Firefox -- what we have installed for people to use).

Screenshot:  The image on the left is not showing the Resolve and Save buttons.   the image on the right is the 'correct' one -- showing all of the buttons.

Since the update last week  (out update from Yokohama to Zurich [now-- patch 10 hotfix 10]).

Service desk members are noticing that our resolve and create request buttons in the top right of tickets are disappearing randomly.

Clearing cache and reloading seems to resolve the issue but it keeps replicating randomly. One analyst this morning had them missing, cleared to return, then 20 minutes later they were gone again.

I had them missing Monday morning, cleared and returned, and now this morning they were gone again just for examples. SN5 attachment is what it looks like disappeared, there isnt a resolve button or create request button even in the drop down. SN6 is what it should look like. Thanks!

Is this a UI Builder thing?  

Any answer appreciated as to possibility.

[Dr Atul G- LNG · Accepted solution]

Log a support case. @John Spencer 

[Dr Atul G- LNG · Accepted solution]

Log a support case. @John Spencer 

[Tanushree Maiti · Accepted solution]

Hi @John Spencer 

As you mentioned, the issue is intermittent. In that case, please seek assistance from the ServiceNow Support team.

Kindly raise a Hi-Ticket with your ServiceNow vendor for further investigation and resolution.