Incident Task related list will be hidden from Incident form if there is no Incident task record in San Diego, Tokyo and Utah - Known Error

Incident Task related list will be hidden from Incident form if there is no Incident task record in San Diego, Tokyo and Utah Description If Service Operations Workspace v1.3 or later is active, the "Incident Tasks" related list would be hidden on the Incident form if there isn't any incident_task record, on both UI16 and Service Operations Workspace .

Please use the workaround below if you need to have the "Incident Tasks" related list displayed all the time.

Steps to Reproduce

1. Open an incident record and add the "Incident Tasks" list to the related lists.

2. Observe that the "Incident Tasks" related list is not displayed if there isn't any related incident task record.

Workaround This Problem has been fixed in the Utah release by adding the "Create Incident Task" UI Action to the Context Menu on the Incident form in UI16.

In order to have the "Incident Tasks" related list displayed all the time, the following workaround can be used:

1. Navigate to System UI > List Control > search for sys_id = ba3c6a9a53523010ae50ddeeff7b1272 https://instance_name.service-now.com/nav_to.do?uri=sys_ui_list_control.do?sys_id=ba3c6a9a53523010ae50ddeeff7b1272

2. Uncheck the "Omit if empty" checkbox and save the record.