Blank Records on Task Table

[akunk23]

Hello

I'm trying to understand why chat queue entries are showing up completely blank on our service desk agent's "My Work" filter. When I go to the chat_queue_entry table, the records are there with all the information. However, when the agent goes to his/her work, they show up as blank records. I attached a photo of what the agent is seeing. The top two entries are the chat entries.   Any help is appreciated. Thanks!

[Chuck Tomasi]

What does the record look like when you click the "i" icon in a circle? I'm trying to determine if this is specific to the list or if the record is truly empty.

[akunk23]

This is what comes up when you click the "i"

[veena_kvkk88 · Accepted solution]

I believe this is an ACL restriction. The list is on Task table, which shows the records because the users have access at the record/table level. But there's an acl on chat_queue_entry.* for read, so the read access is restricted to chat_admin role at field level.

I think that's why the records are showing but the data is not, and why when you open the record no fields show up.

[akunk23]

Just looked at the chat_admin group and you are right. The service desk owner can see the records but the agents cannot. Thank you so much!