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...

[ThiagoPereiraRJ]

@Vishal Jaswal the issue is not related to the "Record History"
It is related to the Customer History

[sanjaygupta]

This looks more like an ACL issue than a Customer History tab problem. If users can see the record count but cannot open the records, they may have read access to the list but not to the underlying records.

I'd suggest checking this before changing roles:

• Navigate to System Security > Access Analyzer.

• Select an affected user and the relevant Customer History record.

• Check which read ACL is blocking access.

• Compare the results with a user who can access the records.

• Update the relevant ACL conditions or roles if needed.

As mentioned in the community replies, avoid granting actsub_admin just to fix this, as it may provide broader access than required.

Also, KB2557079 relates to Record History, which is different from Customer History.

Reference: Original community discussion and replies

Hope you find this helpful, if so do gives a thumbs up.

[ThiagoPereiraRJ]

@sanjaygupta I think there’s an issue with the workspace component.
I opened the sn_actsub_activity table in the backend and filtered for the specific records that should be visible to the affected user and it worked.