I have an ITIL user that cannot see the top of any Incident forms. I can see them fine.His rights are correct. Anyone know how to fix this?

dianeled · ‎12-28-2016

I attached a screenshot of what I see when I impersonate him. Thank you!

dianeled · ‎12-29-2016

Here is the resolution!

Steps to Resolve ITIL user cannot see top of Incident Form:

Type views in the Navigator and go to System UI > Views (or type sys_ui_view.list in the Navigator)
Open the view titled Default view
In the Forms related list searched for Table = incident
Open the Incident default view form
Sort by Position 0 is at the top which is the main form section
Open the main form section
On the form, there is a field called "Sys UI section" that will appear to be blank but has a reference icon on the far right. Click the reference icon to open the record
Right-click the form header and choose 'Copy sys_id'
Type User Preferences in the Navigator
Do a search for User = <your user> and Name contains <sys_id> (this is the sys_id you copied in the header in step 8. Be sure to use CONTAINS when you search, using EQUALS will not give a result
This should return the exact user preference that is causing the issue
Open the User Preference record and change the Value to false, click Update
Have the user log out and back in

Chuck Tomasi · ‎12-28-2016

Hi Diane,

This is when you need to start looking for variables between you and this user. Check the following:

dianeled · ‎12-28-2016

Yes, same OS/version, browser. I impersonate him from my PC and see the same thing.

Abhinay Erra · ‎12-28-2016

Can you open the browser console and reload the form. See if you can find any errors in the console

dianeled · ‎12-28-2016

I checked System Log > all but see nothing.