Summary section in SOW workspace

deepikag0508 · ‎05-21-2026

Hi Everyone,

We all know that there is a summary section in the SOW workspace. In the overview tab of the incident form, I am unable to see the fields in the summary section as admin

But when I impersonate an ITIL user, I was able to fields in the summary section

I should be able to see the fields in the summary section even as admin as well. Could you please help me in figuring this out.

Thank you in advance!

deepikag0508 · 3 weeks ago

Hi Everyone,

The serviceNow came up with the solution is given below:

Most Probable Cause:
The admins are redirected to a different macroponent 'Incident Overview SNC - TMT PSEW' and hence summary is different

Solution Proposed:
We investigated the behavior and identified that Admin users were loading a different Overview macroponent ("Incident Overview SNC - TMT PSEW") than ITIL users ("Incident Overview SNC").
Due to the configured order values, the Admin-specific macroponent was taking precedence.

https://<instance_name>.service-now.com/now/builder/ui/pc/493dc40c43fa2110f20fff53e9b8f238/

user : Incident Overview SNC
admin : Incident Overview SNC - TMT PSEW

As part of our investigation, we updated the order value of "Incident Overview SNC - TMT PSEW" from 0 to 200.

Following this change, Admin users now load the "Incident Overview SNC" macroponent, and the Summary Details are displaying correctly in the Overview section.

Kind Regards,

Deepika G

View solution in original post

Dr Atul G- LNG · ‎05-21-2026

Please try to repair /update the SOW plugin once.

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Tanushree Maiti · ‎05-21-2026

Hi @deepikag0508

1. First try with clear instance cache using Cache.do from Application navigator

after that if still issue persists, check

2. Fields in the Service Operations Workspace (SOW) Summary section render based on the SOW-Incident-Overview form view. If they are missing for admins, the view is likely misconfigured, inactive.

Navigate to System UI > Views and ensure that the SOW-Incident-Overview view exists and is active.
Navigate to System UI > Form Sections and search for records where the Table is incident and the View is SOW-Incident-Overview. Ensure a section named Summary exists and contains the correct fields.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

deepikag0508 · ‎05-21-2026

Hi @Tanushree Maiti

Thank you for the reply. I checked both UI View and Form section. Both of them do not have active field in the form. Even I tried to configure active field in the summary section, it is not displaying in the SOW workspace

Ankur Bawiskar · ‎05-21-2026

@deepikag0508

was this working fine earlier?

Did you recently upgrade?

Did you check in UAT or TEST instance?

Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader