Country field disappearing when I impersonate Itil user- Any help appreciated!

[LaasyaV71587518]

[J Siva]

Hi @LaasyaV71587518 

1. Check if there are any field-level read ACLs applied to that field which might be restricting access.

2. Check if the user has personalized the form view using the "Personalize Form" feature.

Regards,
Siva

[Nikhil Bajaj9]

Hi @LaasyaV71587518 ,

There may be many  reason behind it:-

1) Are these 2 users - navigating to same View?

2) ITIL user or other user may have done some personalization

3) There may be any Ui Poilcy, BR, Client script which is hiding thatt field based on role/condition.

4) There may be any ACL which may be hiding this field.

You can check all these and may be you will get the root cause.

[Community Alums]

Hi @LaasyaV71587518 ,
Possible reasons why “Country” field disappears when impersonating ITIL user:

• ACL restriction — ITIL user doesn’t have read access to sys_user.country.

• Reference qualifier issue — dependent field (like requested_for.country) not accessible or empty.

• UI Policy or Client Script — hides the field for non-admin or specific roles.

• Form view difference — field not included in the ITIL view layout.

• Dictionary/Field permission — read-only or restricted via Dictionary attributes.
  
  

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