Several fields hidden in the New Incident Record form/inc details form

[karla_s2023]

I am not able to see the "impact" field, the fields under the Impact Section, or the fields under Related records section when creating a new incident, or viewing/editing an existing incident details  on the Service Operations Workspace.

My team members are all able to see these fields.

Please refer to the attached screenshots.

I have the most permissions and group memberships.

I am sure I've had visibility of these fields as recently as last week.

What am I missing?

[Tanushree Maiti]

Hi @karla_s2023 

Could you please confirm whether you have same role as your team member.

An incident field hidden for only one user, while visible to others in ServiceNow, is usually caused by 

• User Preferences (personalized lists/forms)  //Refer : Fields not visible for one user 
• specific UI Policies /Client Script  //Disappearing of incident form field 
• or ACLs.  // Check if  any read ACL is there Incident.Impact

[Ankur Bawiskar]

@karla_s2023 

Things to check

-> does your profile and team members profile is same i.e. role, groups etc

-> did you check any workspace view rule is taking you to different view and in that view the Impact Section is not there?

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

[karla_s2023 · Accepted solution]

Hi everyone, I have figured out the solution. All I had to do was  select"Personalize form" to tick and untick the fields I want to see. For some reason, all the fields that I was missing were unticked! Now i have ticked them I can see them all again on the new incident form and the Details form!  Thanks everyone for your suggestions!

Incident > Personalize Form

Tick/Untick the field