Custom fields not visible when New Incident is created using SOW

[AndresG]

I'm facing a very specific and frustrating issue regarding field visibility inside Service Operations Workspace (SOW) when creating a new incident record (sys_id=-1).

I created a custom choice field on the Incident table named "Estado de la Actividad" (Activity Status). The issue is that this field is completely missing from the workspace form only during creation (New Record phase), but it shows up perfectly fine once the incident is saved/created.

Here is the weird part and what I've already troubleshot:

• Classic UI Test: If I force the view in the native/classic UI using the URL string: /incident.do?sys_id=-1&sysparm_view=sow_new_record, the custom field renders perfectly along with other native fields.

• Workspace Behavior: When I click the "New" button inside SOW, it loads the URL /now/sow/record/incident/-1_uid_XX, but the custom field are stripped away from the DOM.

• No Client Logic: There are no UI Policies or Client Scripts hiding this field. Since it's a brand new custom field, no script is targeting it. Also, if it were hidden via code, it would also be hidden in the Classic UI test, which is not the case.

I found a record for new incidents in SOW at Now Experience > Configuration Settings > UX Form View Rules. The record is called SOW Incident New Record and it has a series of High Risk forms that leads to the actual new record fields. Clearly my custom fields are not there.

So, is there a way I can force SOW to strictly respect the sow_new_record layout elements without manually altering high-risk system tables?

Any guidance or workarounds would be highly appreciated!

Thanks in advance.

[joshuajacks]

I have good news and bad news. The good news is that adding your custom field to the "Section elements" from your screenshot should work for adding the custom field to the new incident form in sow (it worked for me in my pdi). The bad news is that you still have to create a new record in that application scope to get it to work. You shouldn't experience any major issues from that kind of configuration. At most you'll have a skipped record to review during your upgrade but and that can be "always retained" so you only have to review it once.