One user can't see Incident Details Section after Fuji 10 Upgrade

[grantjenkins]

Hi,

Our upgrade from Calgary to Fuji went ok (few minor issues, but sorted).

But for some reason, one of our users (ITIL role) can't see all of the details when they go to view or create an Incident. Fine for viewing Changes, just not Incidents.

They can view the list of incidents OK, but when they go in to view the individual Incident the top section of the Form is collapsed (almost), and the Tabbed section with Internal work notes, Customer Communications, Solution Summary, Related Records and History sit over the top of the section at the top of the window.

I've attached a screenshot of what it should look like (Correct View) and what it actually looks like for the one user.

NOTE: I've tried it on two different computers, and in IE and Chrome with same results.

Any help would be much appreciated.

Thanks,

Grant.

[puffysleaves]

I ran into the same issue on Helsinki Patch 6 and ended up submitting a HI ticket. I had just one user that couldn't see anything in the incident form except the tabbed sections. I think we used to have the ability to collapse forms or something but this feature was removed. So if the form was collapsed there was now no way to expand it. Or something along those lines. Anyway, here are the steps that the tech provided to help me with this issue:

Steps to Resolution:

1) I went to sys_ui_view and drilled into Default view

2) I went to the Forms related list (only holds records for forms that have more than 1 section) and searched for Table = incident

3) I opened the Incident default view form record that returned from the step 2 search

4) In the related list I sorted by Position - This puts position 0 at the top - the main form section.

5) I opened the main form section

6) On the form, there is a field called "Sys ui section" that will appear to be blank (no value) but will have a reference icon on the far right. Click the reference icon to open the sys ui section record

7) Right-click the form header and choose 'Copy sys_id' of this record

😎 Go to User Preferences

9) Do a search for User = <your user>

AND

Name contains <sys_id>

10) This should return the exact user preference that collapses this section. Delete the record.

User preferences tend to be session cached, so they user may need to relog if they dont see the change immediately reflected on the form.

Big ups to Rubens Kim and Nathan Rensen from ServiceNow for providing these steps and fixing my issue.

[spike]

Very helpful. I had the same symptom on Vancouver where the user couldn't see incident details. No idea what they'd done, and there had been no upgrade. But deleting all the user preferences with "collapsed" in them sorted it out.