Hello all, I am a new and learning ServiceNow Administrator and am using my first post to help understand a minor issue I have encountered in our ServiceNow environment.
Our Service Desk agents were using the Agent Workspace module to create interactions for inbound calls and then use the IMS as a base to create Incidents and/or requests as required. While upgrading to Utah we moved them onto the Service Operations Workspace (for ITSM) with Agent Workspace being planned for depreciation by ServiceNow.
A new agent has joined the team and whenever they create an IMS record through SOW, the Opened by field is showing as (empty). The userid string is however being passed through to the Created by field for these records. It is only happening to this one agent, and I am unable to see anything that stands out on the agents user account that differs from others.
This appears to only be happening in regards to interaction IMS records; and in addition if they create a IMS directly on the Interaction table from ITSM (interaction_list.do) the issue is also present.
Utah Patch 7; User has ITIL role only; 1 user only; Able to recreate in non-prod environments.
Thank you for reading, any help or suggestions are appreciated 🙂
