Symptoms

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Knowledge search on incident is giving different results page layout for different user

Release

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All

Cause

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User preference value on kb.advanced.search are different on affected users:

Value = block (will display Advance Search Result layout)

Value = none (will hide Advance Search Result layout)

Resolution

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Change the value on user preference as needed by following:

• Navigate to User preference or URL: /sys_user_preference_list.do
• Search name = kb.advanced.search and user = affected user to find user's preference record:

•     Change the value to block if the user does not want to see the Advanced Search result layout
•     Change the value to none if the user wants to see Advanced Search result layout