Excel shows empty for ITIL users after exporting incidents

[BijoyDeb]

Hello ,

We are facing an issue from few days, where ITIL users download list of exported incidents from list and that excel shows empty.

The same list me as an admin, if I download I can see all data in excel.

This is happening for incidents only, they are able to export other tickets as excel

I checked few articles on same issue, where some says issue is with User's user ID more than 40 characters.

This is not in our case, as user ids are less than 40 only.

Has anyone faced same issue before? Please let me know how to resolve this

Thanks

[BijoyDeb]

@Ankur Bawiskar 
Yes, for table list. They can see records in list view but exported excel shows empty

[Ankur Bawiskar]

@BijoyDeb 

please raise a case with ServiceNow

[Dr Atul G- LNG]

Hi @BijoyDeb 

https://www.servicenow.com/community/itom-forum/itil-users-unable-to-export-to-excel/m-p/918929

[Shivalika]

Hello @BijoyDeb  

Are the ITIL User exporting the records where the "reference field to user table have inactive users" ? Because, I don't think anybody apart from admin can export inactive users, they should be able to see in report, but not get it. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNe

EISQCY.

[BijoyDeb]

@Shivalika 

There were few inactive users in on incident's caller field, but even if I remove such incidents from list and I try to export/ download list as an ITIL user, still excel shows empty