Fields not visible for one user

karthik73 · ‎04-09-2015

For one of our ITIL users, the top section of the incident form that has all assignment , incident #, priority, etc ...... is not visible

And i believe this is due to some unintended change at the user level, but not sure how to get it back to normal.

Has anyone faced such issue earlier, and what would be the recovery steps?

devinair_g · ‎04-09-2015

Hi Karthik,

1.Navigate to User Administration-->User Preferences..

2.In the filter condition ,give User is <username>.

3.If you get some records of name eg: collapse.section.12295fd478ab85006a15c39...,make the Value field as False.

Thanks

Devi

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kellykaufmann · ‎04-09-2015

Two things:

1-did you recently upgrade to Fuji? Regardless...check which 'view' they are set to, as they may be on a 'view' that doesn't show that field.

2-Make sure they aren't accessing the Incident from Self Service > Incident, that they are accessing via Incident > All. As the former is more like an end-user view and doesn't typically have all the fields on the form.

I mention these two things because both have happened to us many times

karthik73 · ‎04-09-2015

Hi Kelly, Thanks for the reply, we are still in Eureka

yeah, i did check the user view as the first thing and its not the self service view

d_cammack · ‎04-09-2015

Make sure the user did not simply collapse the top area. This can be done with the expand/collapse buttons on the same area of the header as the attachment icon.

Thanks,
David

karthik73 · ‎04-09-2015

I did check that one and that is not the case, though one thing to note here is the user does not see any buttons and attachments icon in the top gray bar.