Unable to see the post button for work notes on a particular incident

[venkram]

A specific user group is unable to see the "Post" button for work notes on one particular incident in the production environment. For all other incidents, the button appears as expected. Additionally, I can see the "Post" button for the same incident in the development environment without any issues.

I’ve already compared the user roles between prod and dev, and they are identical. The users also meet the necessary ACL conditions.

Could anyone please help me on this.

@Ankur Bawiskar

@Dr Atul G- LNG

@Nikhil Bajaj9

@GlideFather

[Dr Atul G- LNG]

Hi @venkram To be honest, these kinds of issues are difficult to investigate, especially when they affect only a single user, group, or just a few incidents.
I recommend either logging a case with Now Support or trying to repair the Incident plugin once to see if that resolves the issue.

[Nikhil Bajaj9]

Hi @venkram ,

You can check Post button [Ui Action} if there is any condition to hide it, check client script as well which may be hiding it for a specific role.

Production issues, we cant recreate in PDI so it is not possible to suggest any solution. As you said that you check all roles, persmissions and configurations are identical so you need to debug it in your env.

[AbinC]

Hi @venkram ,

Request you to  either logging a case with Now Support or try to uninstall and reinstall the Incident plugin once to see if that resolves the issue.

if my reponse found it helpful please mark it as a solution  

Thanks,

Abin

[Ankur Bawiskar]

@venkram 

any client script or UI policy is making work notes as mandatory then it might hide POST button?

Post button disappears when work notes field is made mandatory by UI Policy or Client Script 

is that user able to edit work notes on form even though post button is not visible?

If my response helped please mark it correct and close the thread so that it benefits future readers.