Unable to view Chat Activity in Incident

[georgechen]

Hi SNOW Gurus,

I am having a bit issue letting a client viewing the Chat Activity in an incident record.     The client has been assigned to a Chat_Operator role which is meant to grant access to the Activity, but when he expands the Activity he gets "You do not have access to view these messages".

I am aware the chat_message ACL read has chat_admin, but I do not want the client to be able to write things onto the Activity, except their own.     The role Chat_operator is meant to achieve this, however, it doesn't seem to allow members to view it.

Please see the attachment for the permission error, and the Chat Message Read ACL configuration.

Any advice would be greatly appreciated.

Kind regards,

[Pradeep Sharma · Accepted solution]

Hi George,

The below thread should be helpful.

Chat Activity on Incident form

[georgechen]

Thanks Pradeep.   The thread indicates "Read access to the messages displayed is handled by the access control list security operationchat_messages_read on the Chat room [chat_room] table. To change chat room message read access, modify the Chat message access control rule or create a new rule.'"

I tried to change the Chat Message ACL by adding a new chat_operator role (chat_admin's the default), and then I impersonated the client trying to open the Chat Activity with access denied.

So I have also tested on the Chat related table to grant Chat_operator with read access.   This unfortunately has not worked.

Please see the ACL settings on chat_room in the attachment

Any advise?

Kind regards,

George Chen

[georgechen]

additional finding, when impersonating the client who is unable to view the Chat Activity created by other user, he creates a new chat room (activity) in an incident record.       It's found he's able to read the chat activity, so is the other user in the chat room.

No else except the the both clients in the room, and the chat_admin can read it, so is anyway to let other clients in the chat_operator be able to view the activity from each other?

Kind regards,

George

[georgechen]

This issue does not appear in Dublin version while the ACLs settings on the Chat related tables Read are the same.   In Dublin, a non-Chat Activity Owner can view others' Activity in an incident record.

Please find attachment 150903_dublin_non_chat_activity_owner_able_to_view_activity.PNG

Regards,

George