Customer History tab issue

[ThiagoPereiraRJ]

Hi!

We are experiencing an issue with the "Customer History" tab in the Case record.
Some users can see the records, while others cannot.
For users who cannot see the records, the total count is still displayed in the filter field, as shown in the attached image.
I performed a test by assigning the "actsub_admin" role to one of these users (who currently holds the "actsub_user" role) and the records became visible. However, I know this is not the correct solution. I need to determine why the records are not appearing...

[Hemanth M]

Hi @ThiagoPereiraRJ ,

Could please verify this in Access analyzer to see what's blocking the access, please select affected records in the select record option.

Thank you,
Hemanth
CTA, ServiceNow MVP.

[ThiagoPereiraRJ]

@Hemanth M 

Which table should I select? The sn_actsub activity table?
These are the records that should appear:

[Hemanth M]

Hi @ThiagoPereiraRJ ,

these are the records from case table sn_customerservice_case, select this and pick a record from this and see if you can find anything around read access (since these are closed).

[Vishal Jaswal]

Hello @ThiagoPereiraRJ 

Most probably ACL is the root cause and solution too. For your reference, check this: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2557079