Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
Managing client-side errors - Support and Troubleshooting
  • >
  • Knowledge Base
  • >
  • Support and Troubleshooting (Knowledge Base)
  • >
  • Managing client-side errors
KB0517701

Managing client-side errors


10222 Views Last updated : Aug 24, 2022 public Copy Permalink English (Original)
  • English (Original)
  • Japanese
KB Summary by Now Assist

Issue

If a form displays unexpected behavior, there may be a problem on the client-side. ServiceNow tries to process all scripts loaded on an instance. However, there are multiple variations of scripts that can be loaded on a page and no software is completely immune to interference from others. Symptoms may include, but are not limited to:

  • Client scripts or UI policies do not behave as expected or stop running.
  • UI actions do not execute correctly when selected.
  • A field or element on the form does not appear correctly. For example, cascade menus do not run or parts of a form do not load.
  • Other JavaScript features suddenly stop working.

Client-side issues are commonly caused by JavaScript errors. JavaScript errors can be a script or policy that prevents a form from loading correctly, a syntax error within a client-based script, or a reference to a non-existent element. To debug client-side errors, a web development toolbar is required. Most modern browsers include a similar tool by default. These tools provide ways to debug information and indicate when the user has encountered an error. They integrate with the browser to edit, debug, and monitor CSS, HTML, and JavaScript. Find out more in the Additional Information section at the end of this article.

Procedure

The resolution to a client-side error is always to fix the script causing the error. This involves identifying which component is causing the error. Since forms can get complex, there is no collective solution. The following steps help determine the source of the issue and how to resolve it using a web developer toolset.

 Note: The following screenshots are provided as support for the described steps and may be different than what you see, depending on the browser you use.

To debug a client script:

  1. Navigate to the form where the issue is encountered. For example, Incident [incident].
  2. Open your browser's Developer tools and navigate to the Console tab.
  3. Refresh the form.
  4. Review the console for JavaScript errors and use them to investigate scripts that are running on the form.

    If the error references <table name>.do, it is probable the client-side error is generated from a client script written for a table.

  5. Click the <table name>.do link for further details on the error.

    Alternatively, right-click the form header and select Personalize > All form the context menu to display relevant scripts and policies.

  6. After the necessary changes, click Update and test the form to verify the issue no longer exists. If issue continues to exist, create an incident and include the error from the web developer debugger.

Related Links

For More information about how to use the various major browser debugger tools see the following websites:

  • Google Chrome DevTools
  • Microsoft Edge DevTools
  • Firefox Developer tools
  • Apple Safari Developer tools

The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.