Post Incident Review (PIR) Section Not Visible in Service Operations Workspace for P1 and P2 Inciden

[Mk_snow]

Hi,

We need to enable the Post Incident Review (PIR) section for P1 and P2 incidents when the incident state changes to Resolved or Closed, similar to the existing functionality for Major Incidents.

I found an out-of-the-box (OOB) UI Policy configured to display the PIR section only when the Major Incident state is Accepted. I modified the UI Policy script to extend this functionality to P1 and P2 incidents as well. Reference image below

After the modification, the PIR section is displayed correctly for P1 and P2 incidents in the Native UI. However, the same section is still not visible in Service Operations Workspace (SOW).

Expected Behavior: The PIR section should be visible in SOW for P1 and P2 incidents when the incident is in the Resolved or Closed state, in addition to the existing Major Incident functionality.

Actual Behavior: The PIR section is visible for P1 and P2 incidents in the Native UI but does not appear in SOW.

Question: What additional configuration or customization is required to make the PIR section visible for P1 and P2 incidents in Service Operations Workspace? Is there a separate UI Builder configuration, component visibility condition, or workspace-specific setting that needs to be updated?

Thanks in advance😊

[Hemanth M]

Hi @Mk_snow , ok let me check this in my instance 

[Hemanth M]

Hi @Mk_snow ,

Add/Create the PIR section to the Service Operation Workspace view instead workspace view
this is from my from PDI

1. UI Policy has been updated

2. Native UI - Service Operation Workspace view

3. Same in the workspace

No need touch any UI builder components 

[Hemanth M · Accepted solution]

Hi @Mk_snow ,

If this response helped, please close the loop by accepting the solution or ask a follow-up question

[Mk_snow]

This works (for related record) but the ask was to have a tab not in the related record 

[Hemanth M]

Hi @Mk_snow ,

Its going to be a customization, if you still need this, please refer this for detailed step by step instructions  https://www.servicenow.com/community/next-experience-blog/ui-builder-essentials-how-to-create-a-cust...