custom UI Macro not working for several records

[Tushar Khanwalk]

Hi Folks,

We have a custom UI macro created on same lines of the OOB UI macro 'user_show_incidents' instead of the Incidents we are showing all Task types, so made appropriate changes in script section and created new UI macro.

This is working fine, although we have strange issue reported recently i.e. there are couple of users who are unable to use this UI macro for particular tickets i.e. the pop-up window appears and shows as loading for indefinite time, however for same set of users this UI macro works for other tickets.

As this is a custom UI macro its not supported by hi support, any help around how to debug and fix this would be appreciated.

There is no read access issue, as we have checked that if the resulting set URL is directly opened using same Users impersonation it shows up without any issues.

Thanks

[Brad Bowman]

It sounds like this set of users might not have read access to whatever extended table(s) the particular tickets are on?

[Tushar Khanwalk]

Hi Brad, it is not access issue, as when the URL of records to be shown is accessed directly with impersonation of users in context they can see the list of records

[Ankur Bawiskar]

@Tushar Khanwalk 

what debugging have you done so far?

You told it takes lot of time and possibly it is getting timed out

Did you see any pattern for those set of users who are facing this issue?

which table is being shown on the pop-up?

[Tushar Khanwalk]

Hi Ankur,

checked if users are facing this for all or only for reported tickets=> issue observed only for reported ticket

checked if users have access to resulting list =>users do have read access, this is checked by using result list URL, with help of other user login for whom this was working