One of my customers had run into a strange problem. They had created some new Incident templates and allowed a specific User Role to see the new templates.
It then turned out that only a few people in the User Role could see the new templates. But if a user logged onto another PC it worked fine, so the problem was quickly isoloated to each users local PC.
The solution turned out to be more simple than expected:
On a PC where the user couldn’t see the new templates, we closed the SCSM console, deleted the c:\Users\%Username%\Appdata\Local\Microsoft\System Center Service Manager 2010 folder and started the SCSM console.
What the reason for some users not to download an updated configuration,, I haven’t figured out yet,