Summary section in SOW workspace

[deepikag0508]

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]

Hi @Ankur Bawiskar ,

This issue is available in DEV, TEST, UAT. And it is also reproducible in my PDI as well. We did not perform any upgrade recently.

Thank you.

[Ankur Bawiskar]

@deepikag0508 

try raising case with ServiceNow

[deepikag0508 · Accepted solution]

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