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Description

After upgrade, sometimes it is reported that the Related Records Tab on Case(sn_customerservice_case) Form is not available when there is a Problem is associated with the case record.

Cause

 

From the code level, the roles that are needed to see the related records table is either itil or sn_problem_read, as defined by the below 2 Script Includes:

/nav_to.do?uri=sys_script_include.do?sys_id=b21b7074b3131300e408c75f26a8dcf7

/nav_to.do?uri=sys_script_include.do?sys_id=6ea25501b3531300e408c75f26a8dc20

On top of it, the details of this section are managed by the below Script include:

/nav_to.do?uri=sys_script_include.do?sys_id=d5acd7d2d7123100b7490ee60e6103f4

It could be possible, that the user might have modified the above Script Include

 

Resolution

Please check if the user has those roles or not.

If the user does, and if the user has modified the above script include (sys_id=d5acd7d2d7123100b7490ee60e6103f4), try to revert it to OOB.

Additional Information

Article Information

Last Updated:2019-11-10 08:56:04
Published:2019-11-10