When you set the workview to Closed on a person record, changing records or navigating between certain screens causes the workview to automatically switch to Narrow. This happens consistently in specific areas but not in others, resulting in inconsistent behaviour as you move around the system.
This article explains the issue, where it occurs, who is affected, and the current fix status.
What is happening
When you set the workview to Closed using the button in the top-left of a person record, the workview does not remain on Closed in all areas. In certain locations, navigating away from the current screen or changing records causes the system to switch the workview to Narrow instead of keeping it on Closed.
In other locations, changing the record keeps the Closed workview as expected. This inconsistency means the workview may change unexpectedly depending on where you are in the system.
Where the issue occurs
The workview switches from Closed to Narrow in the following locations:
When you select Case notes from the menu and click OK on the case notes screen.
When you click through to a person's record from the Home screen.
When you click on a workflow step from the person summary.
When you click on the Person summary menu item when in the workflow step summary.
Who is affected
All users who use the Closed workview on person records. This issue occurs across all environments.
Impact
The bug is an inconvenience rather than a data issue. No data is lost or incorrectly saved. However, you will need to manually reset the workview to Closed each time it switches to Narrow, which can disrupt your workflow when moving between records and screens.
Fix status
This is a long-standing bug. It will not be taken forward for an immediate fix, but it will be included in considerations for broader improvements to Mosaic.
📌 Note: This article will be updated if the fix status changes. SF Case reference: 68217554. ADO reference: 2198383.