Unable to save variant condition - Incident Overview SNC record

[josh_oman]

Hello all,

I am looking to remove an item from the Overview tab that populates when viewing an existing incident record in the Service Operations Workspace and running into some issues along the way. Per recommendation of a ServiceNow member we've been working with, our team has duplicated the "Incident Overview SNC" page variant and set the order to a number lower than the original. This appears to work but we are running into an error message when trying to copy the condition (parent.table=incident^parent.sysId!=-1) from the original. Please see attachment for error message.

I'm hoping someone with more experience might be able to shed some light on why this error message is being displayed, how to go about fixing it, and maybe help me understand potential consequences of not using the same condition from the original.

Thank you in advance!

[James Chun]

Hi @josh_oman,

First of all, creating a variant for this use case doesn't seem ideal.

A variant is used to display a variant of the same page for different audiences.

For your use case, sounds like the change should be applied across all the audiences, meaning a variant is not the most suitable solution.

If my assumption is correct, you can refer to the following article to remove the 'Overview' tab completely for the Incident record view in the SOW - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1299019

Anyway, if you still wish to stick with the variant, read the following.

I can't see the Incident Overview SNC page in my PDI, but I am guessing the required parameters are table and sysid. If so, your condition should be something like

If you look right below the 'Variant conditions' field, it does state what parameters can be used in the condition.

EDIT: Just realised you don't have any parameters set on the page. That's probably why you are getting the error.

Hope that helps, cheers

[josh_oman]

Hey James!

Thanks a ton for your help and insight with this issue. I have a few follow-up questions for you:

1. Is there a reason why this variant condition would work fine with the original Incident Overview SNC page but not the copy? I believe the original is how it was set up out of the box.

2. If I'm not mistaken (I would have to have a colleague with access confirm), I believe we were also receiving the same error when trying to use the sample condition listed below the field (table=incident^sysid!=-1). Any ideas why that might be? Is there a different place that this needs to be configured or something else we are missing?

[James Chun]

No worries @josh_oman,

1. Can you share the parameters of the Overview SNC Page? My understanding is that when you create a variant, it must still use all the parameters from the original page. My only guess is that the page didn't have those parameters to begin with.

To find the parameters of the page, find the Overview SNC variant and find its parent category/page, e.g.

2. Similar reason as the above. Since the page/variant doesn't have any parameters, it can't recognize the 2 parameters (table and sysId). 

[josh_oman]

Hello @James Chun,

Apologies for the delay in responding. I've attached a screenshot of Record Page Tabs page showing the details of the OOTB Incident Overview SNC Page. The variant condition for this is "parent.table=incident^parent.sysId!=-1".