Notes, Related Records, Resolution Information etc. form sections on incident form not visible

[Himanshu Raj]

Hi,

User is having 'itil' role but still he can't see Notes, Related Records, Resolution Information etc. form sections in incident form. 

Can anyone guide me what can be reason behind this.

This is the screenshot, how it is shown for other users.

This is the screenshot, how it is shown for the impacted user. - Form sections are not displayed.

[Alp Utku · Accepted solution]

Please make sure that user is having "Default View" while displaying the Incident form.

[sushantmalsure · Accepted solution]

This might be because of the view of the form selected by user.

Try changing the view to default after you impersonate the user:

click on number shown on top and change the view to default

eg:

[Community Alums]

Hi @Himanshu Raj ,

If a user has the 'itil' role in ServiceNow but cannot see certain form sections like Notes, Related Records, Resolution Information, etc., there could be several reasons for this behavior. Below are some common factors to consider and troubleshoot:

1. Field-level Security:
   Verify if there are any field-level security settings applied to the incident form that might be restricting access to certain fields within the sections. Field-level security controls which users or roles can view and edit specific fields on the form. Ensure that the 'itil' role has the necessary access to the fields within the sections.
2. ACLs (Access Control Lists):
   Access Control Lists (ACLs) define the permissions and access rights for specific tables and fields in ServiceNow. Check if there are any ACLs restricting access to the incident table or fields related to the sections in question. Ensure that the 'itil' role has read access to the necessary tables and fields.
3. Business Rules and UI Policies:
   Review any business rules or UI policies that may be affecting the visibility of the sections. Business rules can dynamically hide or show form elements based on certain conditions. Ensure that there are no rules or policies blocking the display of the relevant sections for users with the 'itil' role.
4. Client Scripts and UI Actions:
   Check if there are any client-side scripts or UI actions that may be impacting the form's behavior. Incorrectly implemented client scripts or UI actions might interfere with the visibility of sections on the incident form.
5. Scoped Applications:
   If the ServiceNow instance has scoped applications installed, there might be specific permissions and configurations within those applications that impact the form sections. Ensure that the 'itil' role has the appropriate permissions within any relevant scoped applications.

By investigating these potential reasons and conducting thorough testing, you should be able to identify the root cause of the missing form sections for users with the 'itil' role in ServiceNow and take appropriate actions to resolve the issue.

If this helped you in any way, please hit the like button/mark it helpful. So it will help others to get the correct solution.

regards,

Prasad

[Community Alums]

Hi @Himanshu Raj ,

Did you get a chance to review my response?

Was my answer correct? Did you implement it?

So as to help others in the community, please mark my answer as correct and/or helpful.

Thanks,

Prasad

[Alp Utku · Accepted solution]

Please make sure that user is having "Default View" while displaying the Incident form.

[sushantmalsure · Accepted solution]

This might be because of the view of the form selected by user.

Try changing the view to default after you impersonate the user:

click on number shown on top and change the view to default

eg: