List results will not display for one of our ITIL users

ted_williams · ‎02-06-2017

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

alan_lowrance · ‎02-07-2017

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

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ian_cox · ‎02-06-2017

Ted, Did you try in a sub prod. I would probably try removing the search parameters in a sub prod to see if that help.

ted_williams · ‎02-06-2017

Ian, thanks for the suggestion.

Our sub prods are Istanbul - so not apples to apples. However, his account works fine there. Just not in Geneva Prod.

alan_lowrance · ‎02-06-2017

Also make sure that all roles are assigned to groups and that people are added to groups and not tied to roles directly. This way you can remove that person from all groups, make sure they have no roles, and then add them back to the correct groups. Sometimes we have to do that if the person was added/removed from groups or the groups were changed too much that some of the roles get left behind on the person or they missed some inherited roles.

ian_cox · ‎02-06-2017

it's probably a permission issue with this one particular user if it works the same way and is working for other users. Did you compare the roles and groups of the unsuccessful user with the successful ones?