Dashboard Report Column Missing

Zach N · ‎09-19-2022

Hello Everyone!

I'm having a bit of a strange issue. I have created a dashboard for Vulnerability Response in which we use to track vulnerabilities. On this dashboard I have a report named Active Vulnerabilities which shows all open vulnerabilities (active records) in the platform.

I added a new column to this report, Last Found (Out of the box). On the dashboard report, I can see this field (admin), and so can other users that have access to the dashboard and report. However, I have one user where the new column will not appear for them. Other users with the exact same permissions can see it, but this person can't. Oddly, I'm able to recreate this issue by impersonating the user, so this makes me think it is Server side, and NOT Brower side.

Something else to note: If the user views the report in the reporting application, they see the column just fine. The issue is only when viewing the report on the dashboard.

Things I've tried:

Flushed Cache (with cache.do)
Deleted Report View records under System UI > Views
Changed users homepage settings from Dashboard, to Homepage, and back to Dashboard
Removed and re-added the report to the dashboard

Any ideas on how to fix this?

Bill Claman · ‎12-05-2023

for anyone looking at this due to similar scenario, check if there is anything in the "additional group by". We had something similar but all column headers were missing. It turned out to be because they were using a title and there were a few fields selected in the additional group by even though there was not anything selected as group by. Once those were removed, the headers appeared.

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Zach N · ‎12-14-2023

Thanks to everyone that replied and tried to help with this issue! I ended up contacting support about this, and they were able to help resolve the issue.

Similar to what Bill Claman described (Thanks Bill!), our particular issue occurred because we use Group By on our report.

When you group by a specific column/field, you can select the grouping (Show just this group) to view a filtered list but still within the report view. If a user adds or removes columns on this filtered list, it will impact the entire report, and they won't see any columns added or removed. They've essentially "personalized" the entire report.

To fix this, impersonate (or direct) the user to the report in question, and select one of the grouped columns. In the filtered view, personalize the list and click Reset to column defaults. They should start to see all future updates to the report after this.

Hope that helps anyone coming across this issue! See attached for some additional info.

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Community Alums · ‎10-18-2022

Hey Zach, have you figured out a way to resolve this issue? I'm currently running into the exact problem you had.

roy_walton · ‎01-11-2023

I'm seeing the exact same issue. I'll open a ticket with ServiceNow Support and will reply here if/when I get a resolution.

user8928938913 · ‎01-13-2023

did you guys figure it out? I came across this article as this happened for us as well.

What ended up fixing it for us was:

* Impersonated as the affected user

* Looked at their favorites - there were reports saved (reports were what the dashboards used)

* Added the column to their favorited reports

* Columns showed up in the dashboards

hope that helps someone!

Barbara Whiting · ‎01-25-2023

Hello - experiencing this issue as well. Confused by 'Added the column to their favorited report'. How do you add a column to favorites or does this mean add report to favorites?