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Description

opened_by field was added to the sn_customerservice_case form.  When editing existing cases or creating new cases, the field is displayed but after some seconds it disappears.  

Cause

For the specific case of the sn_customerservice_case table, the following Out of the Box client script is the one causing this behavior:

Name: Show partner field
Description: Shows "opened_by" on the customer creation form, if the account for the case creator is partner of someone
URL: http://[your_instance_name].service-now.com/nav_to.do?uri=sys_script_client.do?sys_id=f4e68167d7600200e5982cf65e610338

Resolution

Evaluate if  the opened_by field should be displayed even when the account for the case creator is not partner of someone, in that case inactivate the client script.


Article Information

Last Updated:2019-10-03 08:48:07
Published:2019-10-03