Inconsistent RITM behavior after Zurich: "Preview this record" and Assigned To not working

[Maria20]

Hello SN Community,

We recently upgraded to Zurich version this past weekend and I'm noticing that some RITM (not all) are not allowing the "Preview this record" action.  The (i) icon is there but nothing happens when you click it. 

Also, some (not all) RITMs are not allowing the selection of Assigned To field.  The Assigned To field is dependent on the Assignment Group but when the search icon is clicked on the Assigned To field, the list does not come up with users in the Assignment Group.  This was not happening in our previous version.

The RITMs are not closed.  The Assignment Groups are not empty.  I have had to set the Assigned To field using the 'task' table view of the ticket, which it permits me to do.

Does anyone have any suggestions?  Any help would be appreciated.

Maria.

[Ankur Bawiskar]

@Maria20 

if you are sure this happened post upgrade, raise a case with ServiceNow

[Maria20]

Yes, I'm certain this was not happening before.

Thank you.

Maria.

[Tanushree Maiti]

Hi @Maria20 ,

1. Just try once with incognito/private browser.

2. If still issue persists, Repair com.snc.request_management  plugin

3. Ensure glide.ui.escape_all_script system property is set to true

4. If nothing works , Go for raising a case (Hi ticket ) to your Servicenow Support

[Maria20]

Thank you for the reply...I have tried everything on your list - nothing worked.

I've raised a ticket with ServiceNow.

Maria.