In Agent Workspace, the Form headers are refreshed and the form header options are changing to the parent table's configured header options after saving a record - Support and Troubleshooting

In Agent Workspace, the Form headers are refreshed and the form header options are changing to the parent table's configured header options after saving a record Issue Form Header options are changing to the parent table's header values, after making any changes on the record and saving the form

Steps to Reproduce :

0. Take any Sandiego instance 1. Make incident table extensible (making extensible field true on sys_db_object record for incident), so we can create child tables of incident 2. Create a custom field for this new table (call it child_of_incident table) of any type. lets name it 'child_inc_str' 3. Add the field on the form layout of the workspace view of this new table. 4. Create a new record on this table 5. Create Workspace Form header for this table following below guide https://docs.servicenow.com/bundle/sandiego-platform-user-interface/page/administer/workspace/task/configure-forms-workspace.html 6. While doing so, put the Primary field as the one created on step 2(child_inc_str) and for secondary add any incident/task table field, say 'Created By' 7. Also, on this form, set Workspace as 'Agent Workspace' 8. Open Agent workspace 9. Search the incident created on step 4 10. Take note of the header fields, it will show only the 'Created By' as defined on step 6 11. Update something on the incident. You can choose to put text on the custom field we added in the layout, and then click Save 12. The form will Load, now observe the header primary secondary values

Expected: It should stay as 'Created By' as secondary

Actual: From SD, it is changing to its parent table's (incident) header secondary values (priority, state, business service, category). Also, if you have saved value on the child_inc_str field and had some other value on short_description field(as it is mandatory while creating incident), it will be replaced with short_description too.

Resolution To fix this issue, follow the below steps :

1. Open the form header record of the respective table where the header options get changed

https:// .service-now.com/sys_aw_form_header.do?sys_id=

2. Clear the value in the workspace field on the above form header record

3. Save the form and test the behavior in the workspace