User can't see create new change module but when I impersonate that user I can see the module.

[prashanth1027]

I have impersonated the user and checked that the user can create a new change with change module but when the user checks from their end, they are not able to see the module create new change. can any one have any idea why the system is not showing that module to the user?

[BrianProvencher]

Did you recently give them a role to allow that access? Role-based access is cached, so the user needs to log out and back in for the role change to take affect. 

[prashanth1027]

No user has all the roles and even i can see by impersonating that user but when that user check from their end he can't see that module.

[BrianProvencher]

I understand. Impersonating the user does not clear that user's session cache. Have the user log out of ServiceNow and log back in and see if they can see the module. If that doesn't work, I'd recommend having them log out, clear cache and cookies, restart their browser, and log back in to SN.

[Bhuvan]

@prashanth1027 

Request the user to follow below steps. Go to ServiceNow instance from browser and clear cache, clear all browser caches

https://<instance-name>.service-now.com/cache.do

Go to System Definition -> Scripts - Background and execute gs.invalidateCache();

https://<instance-name>/now/nav/ui/classic/params/target/sys.scripts.do

Logout from browser session and login again. You can also try logging in via Incognito or InPrivate window of your browser.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan