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‎12-28-2016 09:02 AM
I attached a screenshot of what I see when I impersonate him. Thank you!
Solved! Go to Solution.
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Incident Management
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‎12-29-2016 11:05 AM
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
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‎12-28-2016 09:23 AM
Not system log, open the browser developer tools. If you are using chrome, then press cntrl+shift+I
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‎12-28-2016 09:29 AM
I, ok. I have browser tools open but am not familiar with this. Where would the error message be? I just see a lot of html but nothing that says error.
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‎12-28-2016 09:41 AM
I don't think this is an error. I had seen something similar to this when we first deployed ServiceNow. It had to do with the view, but for the life of me I cannot find the fix (it was about 2 years ago now). I will keep looking and let you know what I find.
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‎12-28-2016 09:44 AM
I did try all the views, as I had something similar when an ITIL user used self service. But in this case a tiny bit of the form displays so it seems to be more like an error. Thank you for looking though, hopefully it is something you still have!
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‎12-29-2016 11:05 AM
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
