The Ticket Fields Widget does not display in the Service Portal page designer

Steps to Reproduce

  1. Navigate to an out of box Jakarta instance
  2. Service Portal Configuration > Designer > Ticket form
  3. Notice that the "Ticket Field" widget does not appear on the right-hand side, when the Sessions, Ticket Location, and Ticket Attachments widgets do appear.


The cause of issue is under the Client controller for Ticket Fields, The widget is looking for a data table that does not exist:

function ($scope, spUtil) {
spUtil.recordWatch($scope, $scope.data.table, "sys_id=" + $scope.data.sys_id); 

To resolve this issue replace the above code in the client controller with below:

function ($scope, spUtil) {
if (!$scope.data.table) {

spUtil.recordWatch($scope, $scope.data.table, "sys_id=" + $scope.data.sys_id); 

After carefully considering the severity and frequency of the issue, and the risk of attempting a fix, it has been decided not to address this issue. We do not make this decision lightly, and we apologize for any inconvenience. If you have any questions regarding this problem, contact ServiceNow Customer Support.

Related Problem: PRB1263636

Seen In

Jakarta Patch 8

Fixed In

New York

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-11-16 01:53:27