The state field moves from right to left when a ticket is assigned

chundle — Thu, 21 Nov 2024 18:14:06 GMT

I have a interesting problem i am tying to fix and would love some help!

As soon as a colleague opens a INC ticket, when they assign it over, it seems the 'state' field moves from the right side of the ticket to the left side under the 'number' field. I have attached an image below:

I have never seen this happen before, and it is only happening to a few users - we have not heard of it anywhere else in the world. This has only been logged by users in Vietnam Service Desk.

Can anyone help or have any suggestions on how to triage this, as I'm struggling to figure out why this only happens?

Thank you!

Re: The state field moves from right to left when a ticket is assigned

SivashankarT — Thu, 21 Nov 2024 18:21:26 GMT

Hi chundle

This behavior seems to be related to a UI customization or form layout configuration in ServiceNow. Here's how you can investigate and potentially resolve the issue:

Steps to Troubleshoot and Fix:

1. Check Form Layout Configuration:

Navigate to System UI > Forms Layout for the Incident table.

Ensure the State field is placed in the correct section for all views.

2. Examine Form Sections:

Go to the specific form design for the view being used.

Check if there’s a dynamic section or rule that moves the State field under the Number field on assignment.

3. Look for UI Policies or Scripts:

Search for any UI Policies or Client Scripts applied to the Incident form.

Ensure none of them dynamically reposition the State field based on field updates (like assignment changes).

4. Test in Default View:

Switch to a default view and test the same action.

If the issue doesn’t occur, it might be specific to a custom view.

5. Form Personalization (User-Specific):

Check if the affected users have personalized their form layout.

Advise them to reset form personalization via the gear icon.

6. Audit Field Changes:

Use System Logs > Events or Audit History to track when and why the field position changes.

Let us know if the issue persists after these steps or if you find something specific. We can dive deeper!

Best regards,

Sivashankar T

question The state field moves from right to left when a ticket is assigned in Community Central forum

The state field moves from right to left when a ticket is assigned

Re: The state field moves from right to left when a ticket is assigned