Good Morning, Afternoon, Evening,
I’ve come to a dead end with this issue. My next step is to open a Case with ServiceNow HIWAVE, except that I don’t believe this to be a platform issue. It is most likely some customization that I am missing. So before I open a Case, I want to bounce it off this forum in hopes that someone finds what I am missing.
Issue Summary:
The issue is with the Major Incident Workbench, specifically the Latest Activity window. This window should be rendering an OOB View called Major Incident – Activities [mim_act], but instead, it is rendering a custom view that is similar to the default view, but with some added custom fields. So rather than seeing Additional Comments, Work notes, Actions,.. the user is seeing to full form view in that window, requiring them to scroll down to truly see the Latest Activity.
What I know:
The Major Incident Workbench is driven by a Script Include called ‘MIMWorkbenchUtilSNC’. If you open this Script Include you will see the correct view [mim_act] referenced in the script. This is an SNC read-only Script Include so it hasn’t been modified. There is a supporting Script Include that *is* editable called ‘MIMWorkbenchUtil’, but this has not been modified either. Which means the Major Incident Workbench appears to be OOB.
There is a custom View Rule, which I had believed to be the root cause of the problem. It sets the Incident View to the custom view based on a custom hidden field on the incident table, which is the desired behavior. I deactivated it temporarily just to troubleshoot. This did fix the issue, but only partially. With the View Rule active, all users, including admins, see the incorrect view in the window. But with the View Rule inactive, admins see the correct view in the window, but uses with a custom role still see the wrong view. Additionally, with the View Rule inactive, a custom-role users now has access to change the View via the Context/Hamburger menu. But if he changes from the custom view to Default, (for example), it flips right back to the custom view.
So, there must be something else, other than the View Rule, that is forcing users with that custom role to stay on the custom view. Again this is the desired behavior, but only for the Form view. But it is also applying to the Latest Activity window in the Workbench, which is NOT desired behavior.
I have searched for other View Rules, Client Scripts, UI Policies, Business Rules, ran a bunch of Debugging. But keep coming up empty.
Has anyone seen this behavior before? Is there anything, other than a View Rule, that can be used to enforce a specific View on a form?
Thanks in Advance,
Ron Tavares
