Unable to edit/update tickets(Incidents/tasks) on the list view.

[sam352120]

Hi All,

when ever user is trying   to edit his incidents or tasks or request tasks.It is disable for him.But when he is searching that ticket in the search box .

Then He can able to edit his ticket.Screen shot attached for reference below.Any inputs

[sam352120]

Hey Guys,

Thanks for replying.I checked all the Access control but did not find anything.Even other members of his group are able to access the tickets in list view.

Please provide any other alternative solution.

Thanks,

Sambit

[Kalaiarasan Pus]

are the users you are referring have the exact same roles ?

[Anurag Tripathi]

Can you check that for this particular user the riles are in the active state,

Go to the user's profile and un the relatel list for roles, find what all roles he ahs and their respective state also(state should be active)

[chris_deegan]

I am not sure if you figured this out yet.   When I see this, it is because the user has turned on Split Pane or in Eureka it is called List and Form View, but they have minimized their split pane window.   What I have to do is find where the Split Pane begins and drag it over, or you can also just turn Split Pane off.   Anytime you see the row highlight blue like that, it means they have Split Pane enabled.   Hope this helps!

Chris

[Shane11]

Chirs is correct, the split pane is turned on.

See the screenshot below, the error on the left top shows the Split Pane toggle button on, click to toggle split pane. The arrow at right middle shows the split pane bar, drag it to the left to reveal the split pane showing the contents of the record selected.

This is a very common issue in Service-Now, the split pane should have a minimum size so it's noticeable.

Edit: Dublin or newer appears to have a minimum width for the split pane. Nice fix Service-Now