Reference field Record preview problem - slow in SOW

[jMarshal]

Repost from Inc Mngt forum -- didn't get any response there.

I have noticed that the record preview for the "caller" reference field in my instance is not loading right away or sometimes not at all, in SOW. I thought that it might be a client script or UI policy on my sys_user table, which is causing the problem -- but I took everything back to baseline in a subprod instance and can still replicate this problem. Has anyone else encountered this issue before or have t/s suggestions?

EDIT = I am also experiencing this issue in SOW in other environments (DEV, TEST & PROD) and on other tables (interaction, incident, etc.)...I'm starting to think that I just need to open a case with Now Support for this, as this seems to be localized to SOW and not something I can fix myself.

[Jennifer Metz]

Hello @jMarshal,

I'm happy to help out. Are you noticing the same issue in native form view or is it SOW only?

[jMarshal]

Thanks @Jennifer Metz! It is SOW only. This also seemed to creep up in the last upgrade to Zurich. Previously, we were on Xanadu and didn't notice this, but that could also be because I wasn't pushing everyone to SOW that hard until Zurich (I disabled access to Agent Workspace in this release, forcing agents to SOW) - and now it is being noticed by all of the agents, before they didn't say anything about this.

[Jennifer Metz]

You may also want to check this knowledge article that I found (KB0822349). I'm not sure how much this applies to SOW, but always worth a look. I attached a screenshot.

If that doesn't seem to solve it, then I definitely think this warrants opening up a case. I would also check the knowledge base to see if there are any open problems as well. 

I hope this helps!

[jMarshal]

Thanks, that sys property is already set to true, but I believe we did that during the Zurich upgrade, so you may be on to something here!

I have opened a case with Now Support for this as my oob instance doesn't need a sys_popup view for the tables in question, and I had trouble building one for sys_user anyway, so I'll see what Now Support has to say before I go any further - I'll update here once I know. Thanks again for the engagement @Jennifer Metz