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

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Samiksha2
Mega Sage

‎04-11-2024 08:22 AM

Hi All,

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

Samiksha2_0-1712848910832.pngSamiksha2_1-1712848934433.png

 

I'm not sure what is the issue.

Please help me in this.

Thanks,
Sam

 

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d_cammack
Tera Guru

‎04-11-2024 01:07 PM

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

d_cammack_0-1712865794982.png

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

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Samiksha2
Mega Sage
In response to d_cammack

‎04-11-2024 10:01 PM

Thanks @d_cammack ,
I got it.
In the Service Operations Workspace New Record Category and Subcategory were not added.

Samiksha2_0-1712898055403.png

 

Thanks!!

Sam.

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Marco0o1
Tera Sage

‎04-11-2024 02:20 PM

Hi @Samiksha2 ,

 

You probably have a Client Script or UI Policy that make visible the field on the form depending on condition, but the workspace don't run with Client Script and UI policy ("Client Side"), you will need to check if those two field are displayed using script.

 

You can just try in the form make sure if you modify the dictionary both fields have the active field available.

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