User cannot see field on Portal, even though I can when I impersonate

[Russell Abbott]

We have a field in the Standard Ticket Header that is showing when I impersonate a user, but it is NOT showing when that same user tries to see it. What might cause this discrepancy?

Below: Me impersonating an end user, can see the 'Sensitive Data' field

Below: The end user I'm impersonating, now trying to see the same

[Palak Gupta]

Hi there!

Did you check if user has desired roles?

Regards,

Palak

[Russell Abbott]

I'm not sure where I might need to look here. Would there be an ACL governing end users ability to see this in Portal?

I guess I assumed probably naively that what I see Impersonating, the End user would also see.

Any further guidance here would be much appreciated. Thank you!

[Palak Gupta]

Yes, its related to read access of that field. Try looking if there is any ACL on that particular field.

Other thing, just wanted to confirm, if End User was given roles recently? If yes, ask user to logout and log in again.

Also check if after impersonating that user are you able to see same field from backend or not.

Regards,

Palak

[Russell Abbott]

I don't see any ACL on that field.

I created a Read ACL on that field with the following script

current.opened_by == gs.getUserID() || current.caller_id == gs.getUserID() || current.watch_list.indexOf(gs.getUserID()) > -1;

This did not make a difference

The end user does not have any roles at all. Even with that ACL i created, they are still unable to see the 'Sensitive Data' field

Any ideas as to what I can try?

Thanks!