A new form section is added to the default Incident form when the Kepner Tregoe - Structured Problem Analysis plugin is activated. If the customer has customized the default base system form section records, the incident form loads unexpectedly after the plugin activation is complete.

Steps to Reproduce


  1. Navigate to System UI > Forms.
  2. Filter for [Table] = [incident]. Open up the form record in the Default view.
  3. Change the View field to Asset and click the Copy Form UI action.
  4. Navigate back to System UI > Forms, and open the record for the Default view of the incident form. Click the Delete button (and click on OK when the confirmation dialog window appears).
  5. Navigate back to System UI > Forms, and open the record for the Asset view of the Incident form. Change the View field back to Default view.
  6. Delete the entry from the update set of the deletion you just executed.
  7. Navigate to System Definition > System Plugins, and open the plugin record for com.snc.kt_pa.
  8. Activate the plugin (with demo data).
  9. Now navigate to the incident table, and open a record.

Expected: The new form section Situation Appraisal should be visible on the form.
Actual: The incident form is not rendering as expected.


This happens in instances initially setup before 2011 because some sys_ids between the instance and demo instance may not be the same. As a result, there may be more than one sys_ui_form records for incident table.

To fix this issue, follow these steps:

  1. Navigate to System UI > Forms.
  2. Refine the results using the following filter:
    • Table is incident
    • View is Default View
  3. If you are seeing two records here, then the following will fix this issue.
  4. Point to them to see their sys_ids.
    One will be 991f87290a0006414b6521d3fa9b4176 and the other will be specific to your system.
  5. Navigate into the record with the sys_id of 991f87290a0006414b6521d3fa9b4176.
  6. Click the related list item named Situation Appraisal.
  7. Click the magnifying glass next to the Sys UI form field.

  8. Refine the results by the following filter:
    • Table is incident
    • Sys ID is not 991f87290a0006414b6521d3fa9b4176
  9. Select the incident entry that displays.
  10. Save the Form Section Record.
  11. Now return to the list defined in Step 1 and build the filter described in Step 2.
  12. Select the one with sys_id 991f87290a0006414b6521d3fa9b4176 and delete the record. 
  13. In the confirmation message, click OK.

Related Problem: PRB595445

Seen In

Dublin EA 7
Dublin EA 8 Hot Fix 1
Eureka Patch 13 Hot Fix 6
Helsinki Patch 0 Hot Fix 1

Associated Community Threads

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Article Information

Last Updated:2019-05-21 11:31:29