Customizing SOW incident form

[GChanner]

We are new to SOW and on the incident form in SOW there are the Overview and Details tab. The service desk is asking for us to swap the order of the Details and Overview tabs so that Details appear before Overview.

I trying to explain the purpose of the Overview tab and why it occurs before Details however for service that's operations they don't see the need for Overview tab as most of the information that they need appears on the Details tab.

Can this be done without it impacting all other records in SOW e.g. change management, problem management,major incident.

Would you recommend such a change?

Thanks

Garfield

[Tanushree Maiti]

Hi @GChanner 

1. Using the drag-and-drop feature in UI Builder - you can achieve this. Step by step instruction has been given in servicenow Documentation.

Refer:  https://www.servicenow.com/docs/r/it-service-management/service-operations-workspace/customize-the-i...

Also you can refer: https://www.servicenow.com/community/incident-management-sow-forum/how-to-reorder-overview-tab-on-a-....

[Ankur Bawiskar]

@GChanner 

yes re-ordering is feasible without impacting other records.

you will have to duplicate the record variant and ensure this new variant works only for INC and then re-order

see my blog on how to do similar changes for HR and enhance for SOW

How to Hide a Tab for a Specific Table in HR Agent Workspace Record Page 

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

[Ankur Bawiskar]

@GChanner 

check this link

How to reorder Overview tab on a record page in Service Operations Workspace? 

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