---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Resolving custom variant issues in Workplace Central

# Resolving custom variant issues in Workplace Central {#ariaid-title1}

Release version: Australia  
Updated August 11, 2022  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Resolving custom variant issues in Workplace Central

After upgrading Workplace Service Delivery (WSD), custom variants created with the legacy application-specific screen collection model may fail to display correctly in Workplace Central.
This issue occurs because the new WSD release standardizes record page routing using a unified screen collection model, requiring affected variants to be migrated accordingly.
Show full answer Show less  

## Key Issues

* Custom variants not rendering or showing an empty screen on record navigation.
* Legacy custom variants no longer applied after upgrade.
* Incorrect variant selection, causing fallback to default layouts.

## Root Cause

Previous custom variants relied on application-specific screen collections (e.g., "Case Record") to determine variant display. The new model consolidates all variants under a single unified **record** screen collection and uses table-specific encoded queries (screen conditions) to route variants correctly.

Variants still referencing legacy screen collections are ignored under the new routing model and will not display.

## Resolution Procedure

To restore custom variant functionality, update each affected variant as follows:

1. Navigate to **All \> Now Experience Framework \> App Shell UIs** , select **Workspace App Shell** , then find the custom variant under **Child Screens**.
2. Edit the custom variant record.
3. Change the **Screen Collection** field from the legacy collection (e.g., "Case Record") to **record**.
4. Add a **Screen Condition** with an encoded query specifying the target table(s), for example:  
   `table=snwsdcaseworkplacecase^ORtable=snwsdmovecase`
5. Ensure that multiple variants for the same screen have unique, non-overlapping screen conditions to prevent routing conflicts.
6. Save the changes.
7. Verify the variant displays correctly by opening a record that should use the custom variant.

If the variant does not display, check for typos in the encoded query and verify the table names.

## Practical Impact for ServiceNow Customers

This update is essential to maintain custom variant layouts in Workplace Central after WSD upgrades. By migrating variants to the unified model with proper screen conditions, administrators ensure consistent user experiences, reduce maintenance complexity, and leverage improved routing logic.

Failure to update custom variants will result in default layouts being shown, which may disrupt workflows and reduce the effectiveness of customized interfaces.  
After upgrading Workplace Service Delivery (WSD) to a later release, custom variants created using the legacy application-specific screen collection model no longer display correctly in Workplace
Central. Affected variants must be migrated to the new standardized unified screen collection model.

## App Shell UI variants overview {#custom-variants-in-workplace-central__condition_xv3_r21_xjc}

Workplace Central runs on the ServiceNow App Shell UI framework, which renders each record page using a variant --- a screen or layout definition tied to the record's table. Rather than a single fixed layout, App Shell UI
selects the variant that matches the record being opened.

A custom variant is a variant that an administrator defines to replace the default layout for a given set of records. For example, an admin might build a custom variant for Workplace Case records that adds extra fields or
rearranges components differently from the out-of-box layout.

Symptom:{#custom-variants-in-workplace-central__troubleshooting-condition-symptom}

Customers may observe one or more of the following after upgrading to the later release:

* Custom variants don't render or display a empty screen when navigating to a record.
* Custom variants created before the previous release are no longer applied.
* The correct variant is not selected when opening a Workplace Central record.
* Record pages fall back to the default variant instead of the configured custom variant.

{#custom-variants-in-workplace-central__ul_symptoms}

As part of a recent WSD release, ServiceNow standardized WSD record page routing to improve consistency across applications and reduce long-term maintenance complexity. Previously, custom variants relied on
application-specific screen collections (for example, "Case Record") to determine which variant to display. The new model consolidates all variants under a single unified record variant collection (`record`)
and uses table-specific screen conditions (encoded queries) to route the correct variant per table.  
Important:  
Custom variants that still reference a legacy application-specific screen collection will not be evaluated under the new routing model and will not display.  

## Resolution {#custom-variants-in-workplace-central__remedy_yv3_r21_xjc}

### Procedure

Update each affected custom variant by changing the Screen Collection to the unified `record` collection and adding a Screen Condition that specifies the target table(s). Complete all steps for every custom variant that uses a legacy screen collection. Variants not updated will remain non-functional after the upgrade.

1. Navigate to your variant.
   1. Navigate to AllNow Experience FrameworkApp Shell UIs.
   2. From the list, select Workspace App Shell.
   3. In the related list Child Screens, choose the screen under which your custom variant is configured.
   4. Open the custom variant record.
   {#custom-variants-in-workplace-central__substeps_navigate}
2. Update the Screen Collection field.  
   In the variant record, locate the Screen Collection field and change the value from the legacy application-specific collection (for example, "Case Record") to:

       record

   {#custom-variants-in-workplace-central__codeblock_record}
3. Add a Screen Condition.  
   The Screen Condition field must contain an encoded query that identifies the table(s) this variant applies to. Use the following format:

       table=<table_name>^ORtable=<table_name_2>

   {#custom-variants-in-workplace-central__codeblock_query_format}

   Example --- variant applies to both Workplace Case and Move Case:

       table=sn_wsd_case_workplace_case^ORtable=sn_wsd_move_case

   {#custom-variants-in-workplace-central__codeblock_query_example}  
   Tip:  
   If multiple custom variants exist for the same screen, verify each has a unique and non-overlapping Screen Condition to avoid routing conflicts.
4. Select Save to apply the configuration changes.  
   The following table shows the exact field values before and after the update for a custom variant used on Workplace Case records:
   {#custom-variants-in-workplace-central__table_config_example__entry__2}

   | Before (Legacy Configuration) | After (Updated Configuration) |
   |-|-|
   | Screen Collection: Case Record | Screen Collection: `record` |
   | Screen Condition: (empty) | Screen Condition: `table=sn_wsd_case_workplace_case^ORtable=sn_wsd_move_case` |
   [Table 1. Configuration example]

   {#custom-variants-in-workplace-central__table_config_example}
5. Verify the variant displays correctly.
   1. Navigate to a record that should use the custom variant.
   2. Confirm the variant renders correctly and the expected layout is applied.
   3. If the variant still does not display, check the encoded query for typos and verify the table name is correct.

   {#custom-variants-in-workplace-central__substeps_verify}  
   For more information about support and troubleshooting, see [KB3107832](https://support.servicenow.com/kb_knowledge.do?sys_id=af2dedc747e14fdc77b5ab29736d4363&sysparm_record_target=kb_knowledge&sysparm_record_row=1&sysparm_record_rows=1&sysparm_record_list=sys_created_bySTARTSWITHchitra%5EORDERBYDESCnumber).
{#custom-variants-in-workplace-central__steps_zv3_r21_xjc}
**Related reference**   

* [Components installed with Workplace Central](https://servicenow-prod.fluidtopics.net/7hXdrKf7uWol6ch95UYoBQ "Several types of components are installed with activation of the Workplace Central application, including tables, user roles, and business rules.")
* [Space Optimization - Key features and actions](https://servicenow-prod.fluidtopics.net/gJ9TWjr4b83BCnfVUd1WlQ "As a space planner, you can perform multiple scenario-related actions using the Space Optimization module. You can create a scenario using the stack plan and view it on a floor map and make changes directly.")
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* [Schedule Plan details form](https://servicenow-prod.fluidtopics.net/~jwFg_fBFGHkU7eYITOWEQ "The details form helps you select the project and schedule for your schedule plan.")
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* [Excel column lengths for move projects](https://servicenow-prod.fluidtopics.net/pLig3vN5IVRhM7cXyYJgpA "The Excel columns must be within the specified length to create a move project.")
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* [Workplace Task form - Space Assignment task](https://servicenow-prod.fluidtopics.net/ZvSB1F3OOUug7tBRncks4w "The Workplace Task form specifies details to assign a space to a neighborhood.")
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* [Workplace Central troubleshooting](https://servicenow-prod.fluidtopics.net/Lfwh2WUU7OxHaRw6bAccIw "Troubleshoot issues that you face in the Workplace Central application.")

*[\>]: and then