Cannot Edit or Find Incident Details in Agent Workspace within UI Builder

[symonflores_23]

Context: I want to add text box fields as requested by our Support Team (e.g., Caller's Department, Caller's Email, etc.).

However, upon checking where to find the 'Details' tab in the Agent Workspace, it only appears blank.

Steps to Replicate in PDI

Step 1: Click Service Operations Workspace in UI Builder. Find Record SNC.

Step 2: Click Record SNC. Then click Left: Record Page Tabs

Step 3: Under Record Page tabs, click Record Details Tab

Step 4: Everything inside Record Details Tab does not appear.

Am I doing something wrong? Where do I find the 'Details' tab in the UI Builder of the Service Operations Workspace?

[symonflores_23 · Accepted solution]

Reply for ServiceNow Support:

In regards to "Record Details Tab" page being blank ~ it is expected behaviour for the OOB read-only page. You can clone/Duplicate that page and then add UI-Builder components into the Duplicated one. Kindly keep in mind that, any changes being made on common pages like "Record Details Tab" are applicable in all associated record pages in multiple workspaces.