Service Operations Workspace- Incident Record Displays Recommendations Instead of Record Information

[chrisfola]

Hi ,

We are currently investigating a behaviour within Service Operations Workspace (SOW) and would appreciate your guidance on whether this is expected product behaviour, a known issue, or related to recent Zurich patch enhancements.

Issue Summary

Within our customer instance (DEV/TEST), Incident records in SOW display the “Recommendations” panel instead of the “Record Information” panel.

However:

• REQ and CHG records continue to display “Record Information” correctly.
• The issue appears to affect Incident records specifically.

Environment Details

Customer Instance Build Tag:

• glide-zurich-07-01-2025_patch8-03-20-2026
• glide-zurich-07-01-2025__patch6-01-16-2026

Comparison Instance (PDI):

• glide-zurich-07-01-2025_patch5-12-17-2025

In the PDI instance, Incident, REQ, and CHG all display the “Record Information” panel as expected.

Investigation Performed

We investigated the Contextual Side Panel and UI Builder configurations and identified the following visibility logic:

(function shouldDisplayRecordInformation() {
    var sidebarTabUtil = new SRMSidebarTabUtils();
    return !sidebarTabUtil.hasOptInRole();
})();

We then reviewed the related Script Includes:

var SRMSidebarTabUtilsSNC = Class.create();
SRMSidebarTabUtilsSNC.prototype = {
    initialize: function() {
    },

    SRM_OPT_IN_ROLE: 'sn_sow_srm.form_view_subscriber',

    hasOptInRole: function() {
        return gs.hasRole(this.SRM_OPT_IN_ROLE);
    },

    type: 'SRMSidebarTabUtilsSNC'
};

However, the affected user does NOT possess the role:

• sn_sow_srm.form_view_subscriber

Despite this, Incident SOW still renders the Recommendations panel instead of Record Information.

Additional Observations

• The Incident table is included within the component visibility conditions.
• REQ/CHG render correctly within the same workspace.
• The Record Information configuration/pages appear read-only OOTB unless a page variant is created.
• We would prefer to avoid unnecessary customization/page variants to prevent upgrade debt.

Questions

1. Is this behaviour expected in Zurich Patch 8 for Incident records?
2. Has the Recommendations panel replaced Record Information for Incident SOW as part of an OOTB enhancement?
3. Are there known plugin/store app dependencies impacting this behaviour?
4. Are there known defects related to Incident Record Information rendering in SOW?
5. Would plugin repair or store app updates be recommended in this scenario?

Any clarification or guidance would be greatly appreciated.

Kind regards,

Chris