Subject: Reloading a record after viewing an attachment creates a new Incident record

Clicking on the [view] hyperlink of an attachment in the Manage Attachments below the record header, followed by clicking on "Reload form" in the Additional Actions / Form Context menu results in a new (blank) record being displayed. The expected behaviour is for the form to be reloaded with the currently viewed record.

This issue happens on creating a new incident record (or) open any incident record.

This issue is reproducible in New York, Madrid & London release.

Steps to Reproduce

Create and save a new Incident record (or) open any existing incident record.
Attach a file to the record.
Click on the [view] hyperlink of an attachment in the Manage Attachments section below the record header; attachment is opened/downloaded in a new browser window.
Close the attachment browser window.
Click on the "Additional action" menu, or right-click for the form context menu; select "Reload form" option.
A new unsaved record is displayed in the form view.


This problem is currently under review. You can contact <a target="_blank" href="">ServiceNow Technical Support</a> or subscribe to this Known Error article by clicking the <strong>Subscribe</strong> button at the top right of this form to be notified when more information will become available..

Related Problem: PRB1380241

Seen In

SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Security Incident Response UI Patch - London 2019 Q2 v.6.2.3
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3
SR - VR - Vulnerability Response - New York 2019 Q3

Intended Fix Version


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Associated Community Threads

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Article Information

Last Updated:2020-06-14 19:19:43