Symptoms

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When a catalog item form is accessed some variables for this item are not visible, but only for certain browsers (i.e. the variables show on Chrome but not Internet Explorer).

Release

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All releases

Cause

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It's a node specific issue where one node might be experiencing a caching issue that results in this behavior.

Resolution

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Restart the affected node(s).

1) Identify the node the user is currently logged in by either typing in stats.do in the filter navigator or in the URL directly (i.e. instancename.service-now.com/stats.do)

The node number can be found on the second line of the page where it says:

Connected to cluster node: app00000.sjc000.service-now.com:instance_name[node_number]

2) Open an incident in HI with the affected node names/numbers to have a support engineer restarts the affected node(s)