Show related Incidents is not woking for some user's

[ajaydasari]

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.

[Brian S5]

We are facing the same issue, certain users in support cannot view the incidents from specific callers, however I can load the user_show_incidents macro when I click on the button for those same users. It has been happening for some time now, just deciding to add clarity. It doesnt throw an error, after clicking the ref icon, nothing happens. No error in console, no error in logs, it just never pops up. For me (as admin) it pops up within 2 seconds. 

[ajaydasari · Accepted solution]

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