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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ted_williams · ‎02-06-2017

Ian, there are a half-dozen other users with identical group memberships - he's the only one seeing the issue.

ted_williams · ‎02-06-2017

Alan, thanks for the suggestion. I removed the user from all groups. That left him with one role: snc_internal, which I removed manually. I re-added his groups, which also re-added the snc_internal role. He still has the same issue.

I should point out also that when I impersonate him, I see the same issue.

In the meantime, I showed him how to manually re-created the searches to produce the lists he's looking for.

Our regular SNOW admins are out - I'm sort of the backup to the backup - so please bear with me - thanks!

alan_lowrance · ‎02-06-2017

Might be something in the list that he doesn't have access to see... have you tried impersonating him and then clicking the blue gear in the top left of the list and choosing to Reset to Default?

ted_williams · ‎02-06-2017

For the affected lists, clicking on the gear (or any of the clickable objects such as the funnel or the magnifying glass) does nothing.

alan_lowrance · ‎02-06-2017

They don't respond to clicks at all? They don't open pop-up menus or drop-down menus or anything?