Description issue.

[Vyanktesh08]

Hi Team,

Description field is getting deleted after saving in the change request, how to resolve this issue. 

Thanks 

Vyanktesh

[Najmuddin Mohd]

Hi @Vyanktesh08 ,
Are you sure the field is getting deleted, or the data in the field is getting deleted.

Or, the field is not shown once it is saved.

If it's the third case and it is Service Operations workspace, probably it is due to views. There are two types of views generally. SOW and SOW New Record. Can you have look into this.

Regards,
Najmuddin.

[Vyanktesh08]

Hi @Najmuddin Mohd , after Entering some data into the description field after it gates saved the data in the field is getting deleted

[Najmuddin Mohd]

Hi @Vyanktesh08 ,
There can multiple scenarios for this, An onSubmit Client script or business rules before Insert.

Straight solution, Check the onSubmit client scripts and Before Insert Business rule on the change_request.

If the above does not work,

Navigate to All > System Diagnostics > Script Tracer.

1. Now enter the details in the new Change record and before saving, Click Start Tracer on the Script Tracer form. It shows all the work that happens on the instance.

2. Now save the record of the Change request, which will show all the things that have run in the backend when the record is saved in the Script Tracer.

This can help you.

If this information helps you, Kindly mark this post as Helpful and Accept the solution.

Regards,
Najmuddin.

[Mark Manders]

Do you mean that the field is emptied? A field being deleted sounds like a big issue that ServiceNow needs to look into.

But assuming it's the content: how are you creating the change? Is it through a record producer on the portal, or in the backend on the form itself? Are you using templates? 

Did you check on BR's doing something with the description? Flows? Client scripts? UI policies? 

This is not OOB behavior and since we can't look into your instance, we need more information to pinpoint to a solution.