Fields not visible for one user

[karthik73]

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 · Accepted solution]

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

[karthik73]

That worked Devi, thank you so much. May i know what would have caused this?

[devinair_g]

Sorry Karthik,I don't know the root cause..

[Rajshekhar Pau2]

Thanks, it helped me to troubleshoot an issue! It worked.

[d_cammack]

Have them log out of the instance > clear their internet cache, close the browser, and reboot.   Then try having them go directly to the instance URL... not from a bookmark.   The content view may have been cached on the browser somehow, but refreshing their profile should reset it back to normal.

Best regards,
David