List results will not display for one of our ITIL users

[ted_williams]

This morning when one of our Service Desk users logged in, he was unable to display list results. It shows the list search parameters at the top, and indicates the number of results, but the list itself is blank. He has tried clearing his cache, using alternate browsers, and even alternate PCs. We are running Geneva, and this user has not had any previous problems. Any thoughts?

Thanks,

Ted

[HugoFirst]

Hello Ted,

You didn't say how long this has been going on, so I hesitate to talk about our experience.

We had a user with the same issue.   On one table he could view the list, and it always appeared to be empty.

If you viewed that same list via self-service, he would see the records. ( yikes! ).

I impersonated him and had the same experience.   When I exited the impersonation I could see them.

I filed an incident on Hi, and now for the conclusion.   The very next day, he logged in and everything was fine!

He thanked me for fixing it.   When I spoke to the ServiceNow tech, they said that they hadn't changed anything.

I believe them, since they had just responded to the incident the next morning ( it was marked as not an outage, only one user affected ).

So if this has only been going on for a day, wait until tomorrow.   Have your user reboot and try it again.

[ted_williams]

Hi Steve - this just started happening this morning. I've provided the user a temporary workaround by changing parameters on working searches. I'll tell him to try again tomorrow and see what happens.

[HugoFirst]

Here's a screen dump of my user's issue for a second date point:

Please note that this contradicts one comment I made earlier.   I had said that the ESS view worked and that the default ( ITIL ) view did not.

In fact I was 180 degress out on this one.   My conjecture is that the page was attempting to load a component, or had loaded a component that was null.   For some reason known only to the   "beast in the machine", everything cleared up on the next day.

[ted_williams]

Well, the user is still experiencing the issue. I've provided him workarounds for now and will hand this off to our regular SNOW admin. Thanks, everyone, for the suggestions.

Ted

[alan_lowrance · Accepted solution]

The only other thing I can think of is that since that list is for all "TASK" items maybe he's modified how he looks at task lists in the past. If he (or you impersonating him) types "task.list" into the top left navigation bar and hit enter, it should show all tasks. Then you might be able to ungroup columns and click the little blue gear to reset to default columns, etc. Then go back to clicking the "My Work" link and stuff because it should remember the task modifications across all task lists.

-Alan Lowrance