UI Actions not visible in SOW after Australia upgrade

[Samir14]

Hi Community,

After upgrading from Zurich to Australia, one of our custom Incident UI Actions is no longer visible in Service Operations Workspace.

Before upgrade:

• Create CodeBeamer Issue ✅
• Link to CodeBeamer Issue ✅

After upgrade:

• Create CodeBeamer Issue ✅
• Link to CodeBeamer Issue ❌

We verified the UI Action configuration, removed the condition for testing, and confirmed the Workspace mappings exist through:

Plain Text

sys_ux_form_action_layout_item

→ sys_ux_form_action

→ sys_ui_action

The references appear correct.

Interestingly, when we clone the working Create CodeBeamer Issue UI Action, the cloned action is also not displayed in SOW.

Has anyone seen this after the Australia upgrade, or is there a change in how SOW resolves custom UI Actions in Australia?

Thanks!

[pr8172510]

Hi @Samir14 ,

I tested this behavior in my ServiceNow Australia instance to investigate the visibility of custom UI Actions in Service Operations Workspace (SOW).

1. Environment

• Release: Australia

• Instance build: glide-australia-02-11-2026__patch3-05-25-2026

• Workspace: Service Operations Workspace

• Table: Incident [incident]
  

2. Test 1 – Declarative Form Action

I created a Declarative Form Action named Test Workspace Action for the Incident table.

Result: The action appeared as a button on the Create New Incident form in SOW and executed successfully when clicked.

3. Test 2 – Classic UI Action

I created a classic UI Action named Test Classic UI Action for the Incident table and configured its workspace-related settings, including:

• Workspace Form Button

• Format for Configurable Workspace

• Workspace Client Script

Result: The button appeared in SOW, and clicking it displayed the message:

Classic UI Action executed successfully in SOW.

I also tested the action on the standard Incident form, where it executed successfully.

4. Findings

These tests confirm that both Declarative Form Actions and appropriately configured classic UI Actions can appear and execute in my Australia SOW environment.

However, I have not reproduced the exact issue with the CodeBeamer actions, so I cannot confirm the root cause or attribute it to an Australia release regression.

Since you mentioned that cloning the working Create CodeBeamer Issue action also fails to display, I would investigate the action's workspace configuration and its relationship to the workspace action layout rather than assuming the condition alone is responsible.

Some areas worth comparing are

1. The original and cloned UI Action records, including their workspace-specific settings.

2. The corresponding UX Form Action records and action-layout-item references.

3. The Form Controller's selected action layout for the affected Incident form.

4. Any action-specific visibility, role, application-scope, or client-script differences.
   
   

   

[Samir14 · Accepted solution]

the cause is there are two UI Actions with same "Action Name" : "link_jira_ticket". In Australia release, when there are two UI Action with same 'Action Name' , only one of them will be displayed.