User presence not showing in record

[jaubert]

Good Morning,

I have a user who is stating that multiple users are not seeing when the ticket/record has someone else working on it.  I did a troubleshooting session with the user and it appears that it works randomly.  It didn't even show when the ticket was being updated until the end.  Not sure where to look in the configurations to make sure nothing was changed/updated.  I have a screenshot of what I am referring to.

[shyamkumar VK]

@jaubert ,

Please Post screenshot of your issue which would be helpful for more understanding on Issue, 

also you need to check if an ACL or query BR restricting the records (might some roles in ACL may block in accessing the records ) 

for ACL debug you can use debug Access control and see what is blocking and use debug business rule to debug BR's 

For BR's Instead of debug you can directly go the business rule and sort with relevant table and see if there are any query BR's 

If this solution worked for you, please mark this as helpful & accept the solution as correct!
Regards,
Shyamkumar

[jaubert]

  This image is what I am referring to.  I thought it was attached to the original post.  Put you can see the icon "CUW" showing a user is in the ticket.  But sometimes it doesn't show.

[shyamkumar VK]

@jaubert , Actually this Icon show when multiple users open the same record 

ex : we have two users say A & B , if A opens the record in browser and if user B also opens the same record , It shows the User Icon or user ID , if user closes the record link browser this icon gets moved out 

actually this is part of Activity formatters

[jaubert]

@shyamkumar VK This is what I am referring to.  Some users say that it doesn't always tell them when someone is in the record and they end up working the same ticket.  I tried it myself to confirm and noticed that it wouldn't show when me and another user were in the ticket making edits.