Incident Record - Activities not showing

[Community Alums]

One particular Incident record has this problem, not showing the Activities. Instead says "Record activity will appear here".

Also, when I click on the filter icon, it shows only "configure available fields" and not the checkboxes(fields).

What could be the reason? how to fix this?

[phoang]

Hi Denis,

I had opened a ticket with SN for our issue on the custom table and it ended up being a ' . ' in front of the user's name that caused no activity log.   The workaround was to export the record to non prod and see which activity in the history was causing the issue by that user and replace the user in that record with mine or another.   Or permanent fix was to have that user change their name from the external db that we sync with.

I'm not sure if you have the same issue but that was our root cause.   Hope it helps.

[Community Alums]

Thanks Phuong. But when I exported and imported that particular record, the lower instances showed me the Activity section. So, its only the PROD that is causing this. What could it be? any guess?

[Community Alums]

Got an update from SNOW.

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We have a problem reported for this behavior and this issue is reproducible when Activity Entries are created by user with name that starts with ". " . I have associated the problem # PRB689186 with this incident and placed this incident in pending problem state .Myself or problem manager will update you , when the fix is ready .

Possible Workarounds :

1) Change username, so that it does not start with ". " Then, delete sys_history_set for affected record by configuring "History -> List" on affected record then pressing Delete. This will allow the sys_history_set to dynamically repopulate with the updated username, essentially resolving the issue.

2)Use UI15