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!

[Nitin_NOW]

Hello Raymond

I see that the related list loading button is not dotted. I have now marked the dot and the user can see the related tabs now. Really appreciate for your help.

Not really sure if the user has changed something to his profile/settings. How can we find out that this has been modified by the user in recent days. ?I want to show him that this was changed by himself ( as he as admin rights ) with lack of knowledge on how it effects. I would be really thankful if   i know what happened so that i can prove that mistake was on his end.

Regards!

[randrews]

This is a known issue in Helsinki and SNOW is unsure of exactly what is causing the bad preference setting but is working on a long term fix... i have seen this a half a dozen times in my instances... which is pretty small as often as it is used...

[richelle_pivec]

This may be a weird idea to try, but, since it has happened to me before, I figured I'd mention it.

Check the View...When I am in the Default View, I can see the Tabs, but when I am (for example) the Self-Service View, the Tabs are not available. Of course, for that to happen, you'd probably need two views that are very similar, so it wouldn't be easy to notice that you are seeing a different layout.

Richelle