Different incident numbers showing in SP request at top and bottom

[Kusuma Sai]

There is a 1 incident from callers end and the State is In-progress.

In the Service Portal request tab showing 1 incident and that too closed incident, when clicking on the incident and open it, opening In-progress ticket and showing top In-progress ticket number and down closed ticket number

kindly help me to showing 1 In-progress ticket incident number.

@Ankur Bawiskar 

[AshishKM]

Hi @Kusuma Sai ,

Please check the sys_id of both the incident, are they are same, if not then impersonate the same user and check it at your end. Ask user to clear the cookies and check it again. 

[Kusuma Sai]

Hi Mishra, No different sys_id's.

I have impersonated with the same user and checked here we having the same issue.

And that particular user only having this issue, not all the users

[Kusuma Sai · Accepted solution]

Access related issue

[AshishKM]

good to see that issue has resolved for that user, would you like to share this case in details for learning.