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?

[Khozema Attar1]

You can do the Right click on the related list and navigate to Configure --> List Control and there you can see the roles to which the New button should be visible.

[Tony V · Accepted solution]

It ended up being the form load options. If the “related list loading” is set to “after form loads” the “new” button disappears.

Ha! So simple.