Related list shows number of records but not the records itself

[ricardocarv]

Hi, 

I have a related list to service offerings that is not showing the records. Although it shows the amount of records to be displayed.
As you can see in the print belong, there's a white line, probably meaning the record is being hidden somehow.
This happens to one user only, other users can see the records.
Already discard ACLs, because the user actually can access the table without problems. 
We don't have filters applied to this.
No View rules that match this.

Any idea?

Kind Regards

 

[Zach Koch]

The user is probably meeting the Table.None ACL, but not the Table.* acl. This would lead to the user having access to the table, but not being able to read any of the data in the fields. They need to meet both ACLs.

[ricardocarv]

We found the solution and it's probably a ServiceNow bug.
If you have the list sorted by any field, except the Status(install_status) field you have no problem.

But if you sort the list by Status(install_status) then the issue occurs.

We've created a ServiceNow case to inform them about this bug and hopefully will be fixed in the future.

Regards

[Mark Roethof · Accepted solution]

Did some debugging together with Ricardo.

Ricardo already excluded this being anything with ACL's, used the debugger, no query business rules matching, no view rules matching, etc.. As this one only for one user (and with admin role) and not for others, I was just thinking what might there be to make this user specific.

At the end... user preferences. Deleted the user preferences for the specific user regarding this table, and the user could see the records again. Then we also reproduced with any user.

This does only occur on the install_status field, not on others (can't reproduce it out-of-the-box). Don't know the why of this (yet), though at least the original issue reported clarified enough so the user is helped.