Visual bug when logging requests in SM - FAQ (etc) popup

[CraigP]

A few colleagues have noticed an inconsistent visual bug when raising requests in Service Manager, however I have not been able to replicate it myself even though we're all using the same browser (Edge).

It seems to me like the popup that appears for me when I start typing in the summary field of our main Incident template (mapped to h_summary in the capture) isn't displaying for them.

Instead they are getting this at the bottom of their screen as soon as the form loads (before typing anything).

 

Has anyone else noticed this?

Also as a side question, is there a way to disable this popup from appearing when typing in the summary field? I have a feeling we had disabled this or something similar before, but wonder if the updated UI requires a setting to be toggled again.

The coloured buttons with related FAQs, requests etc that appear in the top left seem useful, but the popup itself can be a little intrusive while filling out the form.

[Guest Dorald Sulaj]

Hello @CraigP!

Can you please provide more information about the setup of the colleague which was able to replicate the problem
Are they full/basic users?
What roles do they have ?
Are they using Employee Portal or user app ?

[Peter Clough]

We also have at least one person with this same issue.

Full user, logging from the request list (analyst context). I've pasted a list of all their Service Manager roles.

Asset Management User, Asset Manager, Change Calendar Viewer, Change Management User, Change Request Assignee, Config Manager User, Incident Assignee, Incident Management User, Knowledge User, Known Error Assignee, mailbox_*** Mailbox_*** User, My Boards, Problem Investigation Assignee, Problem Management User, Self Service User, Service Desk Analyst (custom), Service Request Assignee, Service Request User

EDIT: They also provided their Edge version, which is 130.0.2849.46, if that helps.

Edited November 11 by Peter Clough
Additional information

[Steve Giller]

Can we also check whether the affected Users have any browser plugins installed?

Just trying to isolate why it's some Users and not all as they should all be using the same code.