Problem with ticket journal (Activity Stream)

SandraStumpf
Tera Contributor

‎03-13-2024 09:17 AM - edited ‎03-13-2024 09:23 AM

Hello everyone,
We are in Vancouver with our P-System and have the problem that there are two different views of the ticket journal. Some see all outgoing mails and also the attachments in the preview, others have a plus to expand the current change and do not see a preview. In addition, they cannot display the e-mails via the filter, where they have completely disappeared. This is the case across teams and departments, all affected users have an itil license and are ticket processors. I haven't noticed any difference so far.
Additional information:
We do not use the Service Operations Workspace.

This problem is also independent of the set view.

I hope someone can help me. I'm getting desperate.

 

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Jesper Hilde
Tera Contributor

‎04-02-2024 01:56 AM - edited ‎04-02-2024 01:57 AM

Hi Sandra

Not too sure about this, so I am just throwing something out there.


Did the issue appear after the upgrade to Vancouver?
Perhaps an issue with user preferences?

I found this short KB article - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0680698
Do you have any custom client scripts or BR's that you can try and disable in a sub-prod instance, to check this?

I also found this KB article: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564228

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