Redirecting to incorrect view

[Community Alums]

Hi ,

when a user (itil_admin) opens a record from incident table it’s not redirecting to default view. 
we don’t have views rules , and when I checked user preference it was selected to workspace view, but the user don’t have acces to switch views.

[Abhay Kumar1]

@Community Alums Since there are no view rules and the user's preference is set to the workspace view, but they lack the permissions to switch views, it sounds like the system is prioritizing the last view saved in their user preferences.

You can try resetting the view preference for this user to default by following these steps:

1. clear user preferences for workspace view.

So when user navigate to the record would open in default view 

2. Verify role access with respect to view if any.

3. Easiest way would be to set default in user preferences but there are other better options like setting default view in incident module or create a view rule or through client script but depends on your feasibility

Create a new preference for the itil_admin user:

Set Name to view.incident.

Set User to itil_admin.

Set Value to default (or the name of the view you want).

Hope this will help you.

[Community Alums]

@Abhay Kumar1 ,

thanks for your quick reply.

i’m aware of the above solution that you’ve provided, but I want to know how view got changed.

[Abhay Kumar1]

@Community Alums One scenario is there but I am not sure if that would the reason but try, just go to a record which contains a field reference of incident and is in other form , and open incident record clicking on (i) icon, you will see reference field record is opened in same view from where you are clicking on i icon.

[AbdulNow]

Hi @Community Alums I hope you are doing well, Does the user have access to the Service Operations Workspace?