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Description

When the ts.show_empty_groups user preference is being queried by the platform, the returned record is not the one belongs to the logged in user, but the first one which is returned from the database, which is causing an unexpected behavior.

Steps to Reproduce

1. Confirm some users in sys_user_preference table have the 'ts.show_empty_groups' = false

2. Log into the same instance with an user who does NOT have set the 'ts.show_empty_groups' = false.

3. Do a global search. 

Expected behavior: Search groups with no results should be shown
Actual results: Search groups with no results are not shown

* If you the issue is not reproduced, then impersonate a user that has the system preference and repeat steps. Now the Expected / Actual results should be reversed. 

Workaround

This problem is currently under review. You can contact ServiceNow Technical Support or subscribe to this Known Error article by clicking the Subscribe button at the top right of this form to be notified when more information will become available.

As a workaround, delete any individual user preferences on 'sys_user_preference_list.do' with the property ts.show_empty_groups = false 




Related Problem: PRB1378190

Seen In

SR - IRM - Audit Management - New York 2019 Q3
SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - PA Premium Integration - New York 2019 Q3
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - Risk Management - New York 2019 Q3
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Palo Alto AutoFocus Integration - New York 2019 Q3
SR - SIR - Palo Alto Firewall Integration - New York 2019 Q3
SR - SIR - Palo Alto WildFire Integration - New York 2019 Q3
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Splunk Sighting Search Integration - Madrid 2019 Q1
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3
SR - VR - Vulnerability Response - New York 2019 Q3

Fixed In

Paris

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-06-05 07:34:43
Published:2020-06-05