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Symptoms


While viewing any record (such as an incident) through the form widget (id=form), the Save button does not show up which is usually seen at the end of the form.

 

 

Cause


 

There is a UI action that is called through the widget to populate the Save button on the form.

https://<instance_name>.service-now.com/sys_ui_action.do?sys_id=42df02e20a0a0b340080e61b551f2909

When there is a UI Action Visibility set for the UI action for a specific view (such as the default view), the button becomes visible for only that view.

Now, the service portal opens up a record in the service portal view. Due to the above-mentioned UI Action visibility rule, the button does not appear on the service portal.

 

Resolution


 
1. Go to the below URL to check the Visibility imposed on the UI action:

https://<instance_name>.service-now.com/sys_ui_action_view_list.do?sysparm_query=sys_ui_action%3D42df02e20a0a0b340080e61b551f2909%5E

2. Check if there are Visibility already set for the UI Action for any other view and if so, create a visibility entry for the Service Portal view as well in order to allow the UI Action to appear on the portal. If there is a UI Action Visibility set to Exclude the Service Portal view, revert it.

 

Additional Information


Find more on UI Action Visibility here:

https://docs.servicenow.com/bundle/helsinki-platform-administration/page/administer/list-administration/concept/c_ControllingVisibilityWithRoles.html

Article Information

Last Updated:2019-01-13 09:27:41
Published:2019-01-13