What is causing this missing New button on Incident related list

[Tony V]

I have a customer whose user cannot see a New button on a related list on the Incident form. However I can see that button when I impersonate that user in DEV, TEST and PROD. This points to a local cache issue of some sort. But the user has cleared her cache sing cache.do, tried Chrome Incognito mode (which would test if it is a browser cache issue), and restarts her VDI every night (I don't know much about VDIs but I am told that should reset everything)

I do not have direct contact with the user so I am trusting my customer contact that the troubleshooting steps have been taken correctly.

The related list is a custom table named Customer Contacts. That table it one-to-many. The missing button is the built-in global New UI action for related lists not a custom one.

 Any thoughts?

[sachin_namjoshi]

Can you check if user can create new record (<tablename>.do) by impersonating with user.

You can also debug UI action condition which will be returning false when you impersonate with user.

Regards,

Sachin

[Tony V]

The user has permission to create records - at least I am shown a new record form when I use <table>.do - I didn't want to save a new record in their production instance.

I am a bit new to SN so I am not sure how to debug the UI action except that when I impersonate the user I can see the button.

thanks

[larralapid]

Is the instance domain separated? What are the conditions on the UI action? Check ACLs and views too.

[Tony V]

I am becoming more convinced this is a local computer issue.

It is no domain separated. Conditions all check out. ACLs are good. It is limited to a single view. 

I'll update if I figure it out.