Custom Scoped Application List Not Visible in SOW for Non-Admin Users Despite Passing ACLs

[suruthi_fed]

Hi Team,

I'm facing an issue with a custom scoped application and would appreciate any guidance.

Scenario:

• A custom application and custom ticket table were created in ServiceNow Studio.
• Non-admin users have been assigned the required application roles.
• Using Access Analyzer/Access Simulator, the user successfully passes the Read ACL for the custom table.
• The user can access the records through the platform URL (or ACL checks indicate access is granted).
• However, the custom table/list is not visible in Configurable Workspace for these users.
• Admin users can see the table/list without any issues.

Investigation completed:

• Verified table-level and record-level ACLs.
• Confirmed the user has the required roles.
• Access Simulator shows the Read operation is allowed.
• This appears to be a Workspace configuration issue rather than an ACL/security issue.

Questions:

1. Where are the Workspace-specific access configurations maintained for custom tables?
2. Are there any navigation item, page registry, audience, or user criteria settings that could prevent a non-admin user from seeing the table in Workspace?
3. Which Workspace configuration records should be checked to determine why a table is visible to admins but not to users who pass all ACL checks?

Any pointers on Workspace navigation configuration, UX Page Registry, audience restrictions, or custom table registration in Configurable Workspace would be greatly appreciated.

Thanks in advance!

[Ankur Bawiskar]

@suruthi_fed 

if they are unable to see the list or the category itself then ensure they have canvas_user role

Unable to Access/See Lists on Workspace 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[suruthi_fed]

Hi @Ankur Bawiskar , 
Thanks for replying .
I have added that role to the required user but still cant see the list in default list .
where is the viewability configurations in workspace is done?

[Ankur Bawiskar]

@suruthi_fed 

you must have created UX list, did you add audience to them?

is that non-admin satisfying that condition?

check this blog

Configuring Lists in Configurable Workspace 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[suruthi_fed]

Hi @Ankur Bawiskar ,

I have read the article and found out that ;

1. UX Lists (sys_ux_list)
a ux list is configured for custom list with 4 values 

2. List Applicability M2M (sys_ux_applicability_m2m_list)
there is no related record of custom list 

3.Audience / Applicability Records(sys_ux_applicability.list)

here also no related records , 

4. UX List Menu Configuration(sys_ux_list_menu_config.list)
Here there is related records and sys_ux_list is mapped to each one.

The thing is day before  yesterday it was visible for the team members , 
yesterday it was invisible , then we found out there is no snc_internal and itil role , when we added it worked . 
but today morning again it is invisible without any configuration change.

so the respective users could see the list 3 days before even without itil and snc_internal roles . so what might be the issue here?