Issue with related tabs on RITM form

[Nitin_NOW]

Hello team

I have a user ( has admin role )reported that he was not able to see the related tabs ( Catalog tasks, Incidents, Change etc ) on RITM form. The issue is only with this user and this started behaving from yesterday. I have checked in lower instances by impersonating the user but tabs were available there. Nothing has changed to the user profile in recent days. Any thoughts on what actually happened ? Also the form is in Default view.

In prod

In lower instance

Regards!

[SanjivMeher]

HI Nitin,

Delete the User Preference for that use for that particular table and see if it is fine.

[Sharique Azim]

Yes, i too think it is because of user preference and cache issue.

[Albert Chan]

Hi Nitin,

There are two things that I would initially check:

1. If you impersonate this user in production, do you see the Related Lists?

2. Is the affected user in the correct view? What view is used may change depending on how a user navigates to the record. It may be that the Related Lists were configured on the form for one view but not another.

3. You could try to clear the system cache using cache.do, but this probably won't help anything if it is only one user.

Hope that helps. Let us know how it goes!

Albert

[Ivano B]

Hi Nitin

Probably i'm wrong but i would suggest to have a look to the table where the related lists are set.

I know that is almost impossible but there is a field named user and as for the view it is possible to set a related list for a specific user.

Usually this is not allowed but if the user is an admin can do it manually.

Maybe you have something like this over riding the related list for the user

I hope this will help or answer your question and if it does please mark it

Cheers

R0b0

[randrews · Accepted solution]

There is a problem with this .. either have the user or impersonate the user in prod.. click on the settings button in the main window.. and click on the forms tab....

I suspect you will find that the related list loading button is not dotted at any of the options.. .making the related list not load.. just have them dot one.. or dot one while impersonating the user... that will resolve the issue.