Personalized List Columns are reset to column defaults nightly

[ewilks]

I have an ITIL user who has personalized the list columns in the Release Task List, which shows at the bottom of the Release Form.   To personalize she selected "Reset to column defaults" clicked OK and then went back in to update the columns and saved the settings.

Everything stays as she left it for a while, but at some point (at least by overnight) what is displayed seems to reset to the default columns/fields.  

The fields that show are the following, which is what the administrator personalized:

Number

Short description

Priority

State

Updated

But when we look at the Selected side she has the following Fields in this order:

Number

Short description

Priority

State

Opened by

Opened

Closed

Assigned to

Any idea what I need to do to allow these personalized list column selections to stick?

[Slava Savitsky]

Indeed, sometimes a fix offered by ServiceNow may not meet our expectations. If you had such experience, please share your thoughts and suggestions in the following thread. Your feedback can help ServiceNow optimize their Problem Management process.

Problem fixes that do not actually resolve issues

[stevedag]

Hi Kylin Follenweider!   I've just looked at KB0522575 and it mentions that the problem has been seen in many version of ServiceNow and Eureka is not listed, but to my understanding it's not fixed in Eureka.   It's just that nobody reported it in Eureka yet.   Our test instance is in Eureka, but since it requires many users playing with the personalized list on the same day, it's something that won't popup in test, but in production with many users.

Kathy: That's what Eric and I were saying: it's not a solution for us either.   By reading the KB mentioned earlier though, here's an other workaround to diminish the need of personalization if you haven't done it yet:   create different views base on the roles.   This way the members of a group will have a view personalized by default to their group and they will require less personalization.

[stevedag]

I did open a service ticket for this issue.   It's a known problem (PRB570571) for Service Now development's group and there's no solution yet.   A workaround suggested is do disable the gear icon to avoid any personalization, but it's inapropriate for us.

My workaround: since it's a panel used mainly by the ITIL users working at our main help desk, I changed the default display (personalize | List Layout) so the fields are the ones they need the most.   I prefer this workaround since it allows the other users to personalize their view, although they may loose this personalization.   They don't use it as much as our help desk.

Regards,
Steve

[ewilks]

I'm with you Steve; disabling the ITIL user's choice of what they can see is not a workaround for us, either.   I appreciate the notification.  

[Slava Savitsky]

We also had a few users report this issue in the past, so we too are looking forward to having it fixed.