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

[iftekhar_mirza]

Hi @GChanner ,

You can control the tab order (Overview / Details) at the UI Builder level for the Service Operations Workspace.

---

Steps to Configure

1. Open UI Builder

• Navigate to UI Builder
• Open the experience: Service Operations Workspace
  
  

---

2.Open the Record Page

• Navigate to the Record Page used for your Incident form
  

---

3.Create a Variant for Incident

To avoid impacting other modules like Change, Problem, etc.:

• Locate the existing variant (SRP Record) click on settings
• Duplicate the variant record

• In the duplicated variant:
  • Add condition: Table = Incident
  • Set a lower order value (higher priority)

 This ensures:

• This variant is used only for Incident records
• Other records remain unaffected

---

4️⃣ Open Variant in Editor

• Open the newly created variant
• Launch it in the UI Builder editor

---

Reorder Tabs (Overview / Details)

• In the left panel, select Main Tabs

• On the right-side configuration panel:
  • You will see the tabs (Record tabs left, Details, etc.)

• Simply drag and drop:
  • Move Details tab to the first position
  • Place Record tabs left after it
    

 This will make Details appear first instead of Overview

 

 Result

• Details tab will appear as the default first tab
• Change applies only to Incident records
• Other SOW records (Change, Problem, Major Incident) remain unaffected 

If you found this useful, please mark it as helpful 
Regards,
Iftekhar