Timeline not showing for some users

[HGrigsby]

Hi 

I have a couple of users who are suddenly unable to see the timeline of tickets.  It looks like the timeline is closed but nothing happens when you click on the arrow to unhide and it doesn't expand, and the filter arrow doesn't show anything in the dropdown.

They have closed the browser (Chrome), cleared the cache and tried it in Edge and IE.  This is only for a couple of users so far and there have been no changes to their accounts or permissions.

Anyone have any suggestions or should this be a support call?

thanks 

Helen 

 

  

[Steve Giller]

The first thing that springs to mind is whether it's possible that the Timeline Entries are set to Team, and those Users are no longer in the Team that owns the Request?

[HGrigsby]

Hi Steve

The timeline updates were set to team and they are usually visible to them, they haven't changed teams.

It also is happening on a request that is owned by the analyst, they don't see any of the timeline at all

Helen 

[HGrigsby]

Annoyingly now have this on another analyst in a totally different team, who was working fine this morning but not now. Causing a real issue as the analysts are unable to work on their tickets as they can't see the timeline.

Have a support call logged so hopefully there might be an answer soon.

 

[Cecilia Blumenstock]

Hi @Steve Giller, some users have reported the same issue but using Edge. Do you know if there is a workaround/solution? Should I open a ticket?

Thanks,

Cecilia