Some fields of Incident are not visible in SOW but in the platform it is visible

[Samiksha2]

Hi All,

Category, Subcategory is not visible in the Service Operation Workspace but it is visible in the platform (the Service Operation view).

I'm not sure what is the issue.

Please help me in this.

Thanks,
Sam

[abirakundu23]

Hi @Samiksha2 ,

Please check these 'Category' & 'Subcategory' fields are created on the specific ' Service Operation Workspace' view or not. And also check is there any Client script or UI policy hiding those fields or not.


Please mark helpful & accept answer it it's served your purpose.

[Samiksha2]

Hi @abirakundu23 ,
So we need to create Category, Subcategory field again?
It is already in Service Operation View.
No, It is visible for all views.
It is visible in Service Operation Workspace view in the backend/ Platform but not in the workspace.

[abirakundu23]

Hi @Samiksha2 ,

Please find below screenshot. In workspace view Category, Subcategory field is available by default.

Please check once.

[d_cammack · Accepted solution]

I believe this is associated with a dedicated SOW view for new records.    

There is a view rule specifically for SOW new incident records, so if you wanted only the Service Operations Workspace used, then deactivate the view rule.

Hope this helps.    

-David