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]

@sanjaygupta Thanks for trying to help.
I am sending some screenshots showing the results:
1) User with the 'actsub_admin' role: Can see 4 records.

2) User with only the actsub_user role cannot see any records for the same period, even though the filter indicates that 4 records exist.

3) The result from Access Analyzer for the sn_actsub_activity_list table, for the user with the actsub_user role who is unable to see the records.

[sanjaygupta]

Thanks for sharing the screenshots. Since Access Analyzer shows Read – Passed, the basic table read ACL doesn't appear to be the issue.

I'd check these next:

• Open one of the missing sn_actsub_activity records directly using its sys_id while impersonating the affected user.

• Repeat the same test with a user who can see the record.

• Compare the account, contact, and customer reference fields on that record.

• Navigate to System Security > Access Control (ACL) and review any additional read ACLs on sn_actsub_activity.

• Check whether any before-query Business Rules or data filters restrict the records.

• Compare the results after impersonating a user with actsub_admin to identify which additional access is making the difference.

This should help isolate whether the issue is record-level access, query filtering, or role-based conditions. I'd avoid granting actsub_admin permanently until you've identified the exact cause.

[ThiagoPereiraRJ]

@sanjaygupta 

• Open one of the missing sn_actsub_activity records directly using its sys_id while impersonating the affected user.

-> She can see all the 4 registers:

• Repeat the same test with a user who can see the record.
  -> same result

• Navigate to System Security > Access Control (ACL) and review any additional read ACLs on sn_actsub_activity.
  

  

• Check whether any before-query Business Rules or data filters restrict the records.
  -> No before query Br to this table

  

  
  -> No Data filter to this table

  

[sanjaygupta]

Since both users can open the same four records directly, and you've confirmed there are no before-query Business Rules or data filters, I'd focus next on the Customer History component's query and its related table permissions.

I'd suggest checking these:

• Open Customer History in UI Builder and identify the component's data source or data resource.

• Check the query used to retrieve activities and compare it with the filter that returns the four records.

• Review the read ACLs on related tables such as sn_actsub_activity_context, sn_actsub_activity_type, and sn_actsub_activity_stream.

• Impersonate both users and compare access to those related records.

• Check whether the component applies additional filters based on the customer, contact, or account.

The important clue is that direct record access works for both users, but the component displays different results. This points more towards the component's data retrieval or related-record access than the basic sn_actsub_activity read ACL.

I'd avoid changing roles or ACLs until you've identified where the component is filtering out the records.

ServiceNow Community+2

[glideFather]

olá @ThiagoPereiraRJ,

can you review the applied filter?

When you go to list of all cases, do you see it?