SC Task Work Notes not visible to a single user

[Luiz Lucena]

We have a user, a single for now, who lost visibility to the Work Notes field in a Service Catalog Task (SCTASK) after upgrade to Kingston.

He was not part of the test team who tested in DEV/TEST, so he just figured this out in PRD.

I could reproduce his issue in DEV.

He has exactly same roles other people has, but only him is having this issue. Anyone experiencing the same situation?

Already ran the debug for security, but everything is ok. 

[SanjivMeher]

Does he have ITIL role?

Can you post a screenshot of his view on Catalog Task?

If you remove his itil role and reassign, does that make a difference?

[Luiz Lucena]

Gonna try to remove his ITIL role in DEV. 

Just did a test in our Test instance and looks like it worked.

Here is what I did:

1. Went to Form Designer and added the Additional Comments (Visible to Users) and saved;

2. Reloaded the form, impersonated him, confirmed both notes were visible and working;

3. Went back to Form Designer, removed the Additional Comments (Visible to Users) and saved;

4. Reloaded the  form, impersonated him, Work Notes still there. 

This is really weird, but it worked for now. 

Going to do your suggestion in DEV as well.

[Luiz Lucena]

Yep, removing his roles and adding back also worked.

So we have two possible solutions now. 

Will keep investigating to see if I can figure out what provoke that.

Thanks, Sanjiv!

[SanjivMeher]

Sure. I think, the same happened when we upgrade from Eureka to Helsinki and I used to remove and reassign the role to those users. It could be the role record which gets corrupted or something else which actually refreshing the user record when we add the role back or making form changes.