Show related incidents doesnt work for some users
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02-08-2023 07:51 AM
Hello,
I have a problem. When some users want to see related incidents of an user A, nothing happens. For some users its working and for some it doesnt work. It happens only in PROD while test and dev are working fine. Not sure what can cause the issue the ACL are the same for Dev and Prod. Please help
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02-08-2023 08:10 AM
What can happen, when you test, you use the same few people. The few people could have the same ACLs or could be associated with same records. Can the same people that you tested as use it in PROD with any issue?
Also see if these people can see a standard record list page with the filter pointing at the record they can't see on the incident.
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02-08-2023 08:26 AM - edited 02-08-2023 08:26 AM
Hello,
What do you mean by "it doesn't work". Do you mean nothing happens when they click the UI Macro? Do you mean the UI Macro doesn't even show up? Do you mean when they click the UI Macro something shows up, but it's not what you're looking for.
Please give more information.
Please mark reply as Helpful, if applicable. Thanks!
Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!
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02-08-2023 11:03 PM
Sorry, by that i ment that when user clicks on button nothing appears. There is animation of clicked button as it changes color, but nothing happens. There should be appearing list of active incident that this user initiated.
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06-18-2023 08:09 PM
Hi,
Did you ever get this resolved I have a similar issue. The user clicks the button the animations show but the popup window does not appear. Another user viewing the same incident can click the "Show Related Incidents" button and it gets populated. If I add the "Incidents by Same Caller" the original user sees a populated list so the ACL's appear to be okay
