SOW list view changing after updating records

[JStockel]

Hello community,

We're trying to move users into the Service Operations Workspace at my company. But one issue, which is annoying to users, is that when in the list view, for instance on a default list for Incidents and "Assigned to Me". Is that, when the user goes in on an open ticket from there, updates it, for instance Resolves it, it should simply leave that list view and be found under Resolved/Closed.

But what happens here? One ticket should simply "disappear" from this list view, right? That's the expected behavior at least... 

But instead, what happens is, that the whole list changes. Sometimes it can just be empty, it can randomly show the Unassigned list view instead and so on.

Has anyone experienced this issue? It is completely OOTB, and no customizations has been done to the page, or even to the list filter here.

I've tried setting the Fixed query for instance to be same as the Conditions filtration and have no Fixed query as well... I can't see anything under List Feature Flags which would indicate a solution to this either... I've tried set all to True and all to False even...

[Arun_Manoj]

@JStockel ,

share some screenshots regarding with this issue

[JStockel]

This first screenshot shows a record being added to my "Assigned to you" list views in SOW.

Once I go in and update this record, for instance, Resolving this INC.
I jump back to the list view and land with this:

Now, note that there are now 4 conditions on the filtration... It's Active=True, Assigned to is Empty (now somehow?), Assignment group is, a completely random assignment group which in this case isn't even related to IT and the incident management process here... and State is not Resolved...

So basically, somehow the list that you're already in, somehow swaps with another one's filtration. 

[Ankur Bawiskar · Accepted solution]

@JStockel 

should not occur ideally.

Seems something is not working fine.

If you are sure this is OOTB and no customization done so far then raise a case with ServiceNow

[JStockel]

Yes, thankfully, I'm blessed with working with an environment with very little customizations. And SOW has had 0 users up until recently, where the only changes, has been adding additional list views. The Incidents list views for instance, has been completely untouched.

Thanks, I was thinking the same, I'll raise a HI ticket.