ITIL users are not able to personalize list columns on "My Work" (task Table)

[Sara Ardalan]

As an admin, I can personalize the list but ITIL users are unable to personalize the list. (after selecting the field, it doesn't show up in the list, as a result "Reset to column defaults" button is not also active)

[Utpal Dutta]

Hi Sara,

I think ITIL users are unable to do it because there can be a view rule applied to the list view. You can also verify it by clicking on the hamburger icon which is left to where the Task is written on the top. If you can't see view option when you click the hamburger icon then it's 100% view rule which is causing this issue.

You can disable or modify the view rule by navigating to System UI > View Rules.

If my answer helps then please mark it Helpful or Correct!

Thanks,

Utpal

[SwarnadeepNandy]

Hi Sara,

There are a few possible reasons why this might happen, and some steps you can take to fix it.

• One reason could be that the list view you are trying to personalize is not the default view, but a custom view created by another user or an administrator. In that case, you might not have the permission to modify the list layout for that view. You can check the name of the view in the upper left corner of the list and see if it matches the default view for your role. If not, you can switch to default view by clicking on the eye icon next to the view name and selecting "Default" from the drop-down menu.
• Another reason could be that the list personalization feature is disabled for your role or for the table you are working on. This could be done by an administrator for security or performance reasons. You can check if this is the case by navigating to System Properties > List and looking for the property glide.ui.list.allow_personalize. If this property is set to false, it means that list personalization is disabled for all users. If it is set to a comma-separated list of roles, it means that only users with those roles can personalize lists. You can also check if there is a property specific to the table you are working on, such as glide.ui.list.allow_personalize.incident for the incident table. If you find that list personalization is disabled for your role or table, you can contact your administrator and request them to enable it for you.
• A third reason could be that there is a script or a business rule that is interfering with your list personalization. This could be a custom script or a business rule that was added by an administrator or a developer to modify the list behavior or appearance. You can check if there is any script or business rule that is affecting your list by navigating to System Definition > Scripts - Background and running the following code:

// Replace 'incident' with the name of your table
var gr = new GlideRecord('incident');
gr.query();
gr.next();
gs.print(gr.getEncodedQuery());

• This will print out the encoded query that is used to display your list. You can copy this query and paste it in the filter navigator of your list. If you see any additional conditions or parameters that are not part of your personalization, they might be coming from a script or a business rule. You can try to identify and disable them by navigating to System Definition > Business Rules and filtering by table name and active status.

Hope this helps.

Kiind Regards,

Swarnadeep Nandy

[Sara Ardalan]

Hi Swarnadeep,

Thanks for your answer.

• The list view is on "Default view"
• Also I couldn't find the properties that you've mentioned. the only one that I could find in the sys_properties is "glide.ui.list.allow_extended_fields" (attached)
• I have even checked the "glide.ui.list_mechanic.roles", but this one is also blank

So unfortunately, still no luck!