User not able to see a column in list view

[Ankita NA]

HI Team,

Please help me with below mentioned:

Several users from the same department report that they can no longer see a column in the list view that was visible to them yesterday. Upon investigation, it was found that the column originates from a different table. As an admin, you can see the column without any issues.

So, what could be the underlying issue, how can we do RCA for this kind of issue in ServiceNow Instance.

Best Regards,

Ankita

[Satishkumar B · Accepted solution]

Hi @Ankita NA 

• Reset list view to defaults: Ensure users restore their list view to default settings to check if personalized views are hiding the column.

• Check user roles and ACLs: Verify that users have the necessary roles and access controls to view the column.

• Verify list layout configuration: Confirm that the missing column is included in the list layout configuration for the relevant view.

……………………………………………………………………………………………………

Please Mark it helpful t👍and Accept Solution✔️!! If this helps you to understand. 

[Satishkumar B · Accepted solution]

Hi @Ankita NA 

• Reset list view to defaults: Ensure users restore their list view to default settings to check if personalized views are hiding the column.

• Check user roles and ACLs: Verify that users have the necessary roles and access controls to view the column.

• Verify list layout configuration: Confirm that the missing column is included in the list layout configuration for the relevant view.

……………………………………………………………………………………………………

Please Mark it helpful t👍and Accept Solution✔️!! If this helps you to understand. 

[Dnyaneshwaree · Accepted solution]

Hello @Ankita NA ,

The issue where a column is no longer visible to certain users but is visible to an admin can arise due to several factors in ServiceNow. Here’s a step-by-step approach for Root Cause Analysis (RCA) and resolution:

Potential Underlying Issues

1. Personalized List Layout: Users might have customized their list layouts, and the column might have been removed from their view.
2. ACLs (Access Control Rules): Access Control Rules might restrict access to the column data for certain roles or users.
3. Field Security Rules: Specific security rules on the field might restrict its visibility.
4. UI Policies or Scripts: A UI Policy or Client Script might be dynamically hiding the column based on certain conditions.
5. Table Permissions: Users might lack permissions on the related table from which the column originates.

Root Cause Analysis Steps

1. Verify User Customizations:

   • Go to the list view of the table in question.
   • Ask the affected users to click on the gear icon (Personalize List Columns).
   • Check if the missing column is unchecked or removed from their personalized view.

2. Check Access Control Rules:

   • Navigate to System Security > Access Control (ACL).
   • Search for any ACLs related to the column or the table.
   • Ensure the affected users or their roles have the required permissions (read access) for the column.

3. Review Field Security Rules:

   • Navigate to System Security > Field Security Rules.
   • Check if there are any rules applied to the column restricting its visibility.

4. Inspect UI Policies and Client Scripts:

   • Navigate to System UI > UI Policies or System UI > Client Scripts.
   • Check for any scripts or policies that might be hiding the column based on certain conditions.

5. Table Permissions:

   • Verify if users have the appropriate permissions to access the related table.
   • Ensure that the related list view permissions are set correctly.

6. Role and Permission Checks:

   • Check the roles assigned to the affected users.
   • Compare these roles with those of a user who can see the column.
   • Ensure the affected users have the necessary roles to view the column.

Resolution Steps

1. Reset User Customizations:

   • If the column is missing due to user customization, guide users to re-add the column from the personalized list view settings.

2. Adjust ACLs:

   • Modify or create new ACLs to ensure that the necessary roles or users have read access to the column.

3. Update Field Security Rules:

   • Adjust the field security rules to allow the necessary users to view the column.

4. Modify UI Policies or Scripts:

   • Update any UI Policies or Client Scripts to ensure they don’t inadvertently hide the column for the affected users.

5. Update Table Permissions:

   • Ensure that the table permissions are correctly set to allow the necessary users to view the data.
     
     

[Ankita NA]

Thanku @Dnyaneshwaree  for such a detailed response.