For admin user view rule and module configuration not working

[PRAGHATIESH S]

Hi All,

I have created one view rule for incident table to set as default view always. For non Admin users opens any incidents modules from left hand navigator , it's redirected to default view only.

For admin - it's navigating to the view what was previously (self- service)selected based on ( User preferences). Even though I deleted the user preferences records and configured the module view name as "default view ", still going to the selfy service view only from all incident modules.

Why it's behaving like that? Is it expected behaviour?

Do we have any solution? 

[Ankur Bawiskar]

@PRAGHATIESH S 

my thoughts

-> ServiceNow resolves which view to show in this order (conceptual): explicit sysparm_view in the URL → user preference for that table/view → a view rule → the table's OOB default view.

Things to check

-> check view rule config

-> Search sys_user_preference for entries like "incident.view", "incident_list.view" or "<table>.view" and remove any preferences that point to the unwanted view for affected users

-> check both per-user and system-level preferences

-> if view is set from module config

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[PRAGHATIESH S]

@Ankur Bawiskar 

I have configured simple view rule. Just one line of code

 answer= " ";

I have a question is , Admin user why it's not redirecting to default view even though user preferences deleted and module configured to default view. Its taking to self service view only (precious selection)

[Tanushree Maiti]

Hi @PRAGHATIESH S 

The "incident functions" Business Rule is responsible for defaulting the view to ess and it contains OOB logic that overrides your View Rules and Module configurations for the Incident table.

Update the code in that Business Rule.