Issue with Group Display in Workspace – Difference Between Default View and Workspace

[thalesantos]

Hi everyone,

I’m facing an issue in the CSM Workspace related to group display when using the grouping by cell option.

• In the default list view, all 22 groups are displayed correctly, including the (empty) group.

  

• In the Workspace, the counter shows 21 groups, but only 20 records are actually displayed.

  

Observations:

• The (empty) group is not recognized as a valid group in Workspace, but even when excluding it, the count still doesn’t match.

• Additionally, groups 7B and 7C are missing in Workspace, although they are present in the default view.

• There is no pagination in Workspace to access additional groups.

• I have already checked settings related to pagination, but couldn’t find anything about it.

• I also noticed that with a small adjustment, the Workspace shows 21 groups without considering (empty), but still only 20 are displayed.

Summary:

• Default view: 22 groups (including (empty)).

• Workspace: 21 groups (excluding (empty)), but only 20 are displayed.

• Missing groups in Workspace: 7B and 7C.

Has anyone experienced something similar or knows if there is a limitation/configuration in Workspace that could prevent the complete group display?

[Bhuvan]

@thalesantos 

Go to System Definition -> Plugins and look for UI Builder related plugins and use Sync Now and check for any updates available for the plugin. Update to latest version, clear browser cache using /cache.do, logout and login again and try it.

You can also try using Incognito or InPrivate window of your browser to check. You run into some unexpected behaviors, when plugins are not updated. 

If this helped to answer your query, please mark it helpful & accept the solution. 

Thanks,

Bhuvan

[Bhuvan · Accepted solution]

@thalesantos 

Check below knowledge article and see if PRB is applicable for your scenario,

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1950622

See if below helps,

https://www.servicenow.com/community/itsm-forum/service-operations-workspace-group-by-records-action...

If this helped to answer your query, please mark it helpful & accept the solution. 

Thanks,

Bhuvan

[thalesantos]

Hi Bhuvan,

Thank you for sharing the references. I reviewed the knowledge article and the community discussion, and I can confirm that this is indeed the problem we are facing. It matches exactly with our scenario — the issue occurs when grouping by a Choice field in the Workspace, as described in PRB1834757.

Appreciate your support on this! I’ll go ahead and mark this as helpful and accept the solution.

Thanks again,

Thales

[Bhuvan]

@thalesantos 

Thanks for the update, glad to know it helped !

Thanks,

Bhuvan