Show related Incidents is not woking for some user's

ajaydasari · ‎04-07-2025

The Show related Incident on the Incident table is not showing the data for the some user's. I have checked in the DEV and QA it is working fine. In Prod it is working fine. The no changes were made related to Show related Incidents icon in any environment.

The user is having sufficient role to access the Incident records. I think it is not related to roles. It might related to some issue with the system behaviour.

ajaydasari · ‎04-28-2025

We need to create this sys_properties to resolve this issue as show in the KB Articel -

glide.util.xml.transformer.handle.utf16_surrogate_pairs
glide.util.xml.transformer.donot_strip.utf16_surrogate_pairs

link - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0852228

View solution in original post

Dr Atul G- LNG · ‎04-07-2025

Hi @ajaydasari

When you say it is not working, are you getting an error or what? If you can try to repair the Incident management plugin and check. Also is it for all users or limited?

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

Ankur Bawiskar · ‎04-07-2025

@ajaydasari

when it's not working did you check any error in browser console error?

What happens they click that icon?

Did you try in other browsers such as edge, firefox with same user?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

ajaydasari · ‎04-07-2025

I have tried in different browsers. Still it is not showing the data of the user. I am not getting any error. When I click on the Show related Incident's Icon it is not throwing any error. Is just doesn't show the data. But the user having Incidents. When we check in the Incident table.

ajaydasari · ‎04-07-2025

I have checked in different browsers still it is not working. When I click on the Icon it doesnt throwing any error. It will not give us the data of the related user. I have checke whether the user is having the data or not in Incident table. The user is having the data. But the Icon can't able to fetch the data