Domain separated instance: Catalog items are not similar for different users
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11-01-2024 01:22 AM - edited 11-01-2024 01:26 AM
Hi all,
We are experiencing something weird on two catalog items. In a domain separated instance, one specific catalog item has a reference field, that appears twice for some users.
One user opens the catalog item, and the field appears twice. An admin does NOT see the field twice, not even if he impersonates the user that sees it twice. I don't see it twice either (I don't have admin rights on the instance).
Another user, that has never opened this catalog item before, also sees the field twice.
If I look at the variables, they are only present once.
On another catalog item, the form appears twice - not like First Name followed by the same field; more like let's show this form one time, and then do it all over again. The attached screenshots shows the bottom of the catalog item (last variable is the "Access to company", and the following fields indicates the beginning of the form - which obviously was shown already at the very top.
Again, the variables are only present once.
The said user has tried to clear the cache in ServiceNow by going to <instance url>/cache.do but this didn't help.
Now, if she was the only one experiencing this issue, I would recommend her to clear her browser cache, but that can't be the issue here since another person - that opens it for the first time - also experiences it.
As I mentioned this is on a domain separated instance; could that be an explanation for this mystic behavior? They are accessible from TOP.
Please feel free to ask for further information if I haven't provided enough info 🙂
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11-01-2024 01:41 AM
Are you able to reproduce it by actually logging in with the impacted user ?
Dont expect identical behaviour by impersonating a user as there will be differences. Its quite important to be able to reproduce it to be able to troubleshoot.
Check if the user that experiencing the issue is placed in 1 domain while others who doesnt might be in another domain to try and figure out if its domain related. - You can also switch your own domain and open the form and check i suppose.
If you change the domain to global then you should be able to see stuff across all the domains. - if something was misplaced in a child domain.
Also check if theres any variable sets.
