Incident formview is always "Self Service", even after setting view "Default view" as default?

[AdamUMC]

Hi there,

For a colleague, Incidents are always opened in the "Self-Service" view.

He can manually change this to the "Default view", but it returns after every new login.

The funny thing is that I can't reproduce this problem. When I impersonate his account, the Incident view is always set to "Default" view.

I've tried numerous solutions (clear cache, clear preferences, etc.), but nothing seems to work.

Has this happened to anyone else by any chance?

Thank you in advance!

[Robbie · Accepted solution]

Hi @AdamUMC,

How is the user accessing the incident(s)? Is it via the Navigation menu for example or by passing a direct link or perhaps an email?

I'm assuming it's via the Navigation menu... As I'm sure you're aware there are (sometimes confusingly) a number of 'Incidents' links. One of which is under the 'Self Service' module as well as another under the 'Incident' module.

See below screen shot.

I'm sure you may have checked this, but for clarity, the link under the Self Service module, the first link to incidents defaults to the Self Service view. Does the user have access or can they see the 2nd 'Incident' link under the Incident module?

Have you edited and checked the Nav menu link setting where the view is set?

(Also thinking out loud, maybe check the 'User Preferences' for this user just in case)

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Helpful.

Thanks, Robbie

[AdamUMC]

Thanks @Robbie!

To be sure, I will ask again whether he uses what you point to via the Navigation menu.

If i'm correct, this happened everywhere with this person, but I could not reproduce the problem. I think youre right and that this is the cause.

Thanks for now! As soon as I know, I will update this topic.

[Robbie]

No worries at all @AdamUMC - We've all been there and feel the pain of trying to diagnose something that doesn't seem that it can be replicated.

Please come back and let me/us know. Please also mark my response as the solution if it helped and solved the 'issue'.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Helpful.

Thanks, Robbie