History List missing but Calendar history is there

[stillkl]

We have a few random tickets that when you click "History" and then "List" to get history list, that it shows no results, but yet if you choose "History" and then "Calendar", on this same ticket, it shows calendar results. Yet on other tickets, the history list is there when choosing History > List. Any thoughts? We need the history list always to be available.

[krishnakoneru]

Is this issue related to any particular table? Or is it happening on all the tables where audit is turned on.

Check sys_history_set table if there is an entry for the record where you are not . If there isn't then audit is not working properly.

As you are saying it's random then it's better to log a call with ServiceNow. It's difficult to analyse the issue that are intermittent

Thank you

[stillkl]

Hello, thanks for your reply. It "appears" to be random. We've noticed about 4 or 5 and can't recall whether we noticed it before or after we upgraded to Berlin.

[CapaJC]

Next time you get one with an empty History Set, delete that History Set. Then go to History > List again and see if it builds properly. If not, you can check the log for any errors/warnings for a clue.

Or log an Incident 🙂

[Dylan Davis]

You have to create a Read ACL for the [sys_history_set] table for the particular role you're having an issue with.

Here is the ServiceNow documentation I used to figure out my problem:

History List Documentation

To view a history list, the following requirements must be met.

• Auditing: Auditing for the table must be enabled to view a history list.
• ACLs: By default, the List history option is only available to users with the admin user role. To enable this option to non-admins, create a custom ACL rule granting read access to the Record History [sys_history_set] table.
• Roles: At least one of the roles that the user has must be included in the glide.history.role property, which includes the itil role by default.