Why does my UI action work for admin, but not for itil user?

[Community Alums]

I have created UI action for button functionality in release task (rm_task) table

UI action is not working for itil role ,i have checked acl their is no acl restricted for itil role.

[BrianProvencher]

Is there a condition on the UI action?

[pavani_paluri]

Hi Monika,

Could you Please try validate the below things:

1.Visibility Rules on Form
Even if the UI action is correct, Form Layout or UI Policy/Client Script could be hiding it for itil users.

Try logging in as itil and use Ctrl+Right Click > Personalize > UI Actions to see if it’s hidden.

Check for any UI Policies or Client Scripts that may hide buttons.

2. Table Inheritance/Extension
Ensure the UI action is applied to the correct table. If your UI action is defined on rm_task, and your task is on a child table (e.g., release_task), make sure “Show insert” and “Show update” are set correctly, or move the UI Action to the specific table if needed.
3. Debugging
Add gs.info("UI Action triggered"); in server script or a console.log in client script to see if the code executes.
Use g_user.hasRole() in scripts to debug role logic:

if (!g_user.hasRole('itil')) {
console.log('User does not have itil role');
}
4. Role Inheritance
Sometimes itil users are behind an impersonation or custom role. Validate using the User Role table (sys_user_has_role) whether the user actually has the itil role.

Let me know if any of the debugging helped you to fix the issue.

Thanks,

Pavani.

[SD_Chandan · Accepted solution]

Review the UI Action condition and client script logic to ensure it doesn’t exclude ITIL users.
Try with this code 
(current.assigned_to == gs.getUserID() || gs.hasRole('itil')) && current.state == //as per requirement;

or
Even if the UI Action is visible, the action might fail silently if the user doesn’t have permission to perform the operation (like update/delete).
Check points

Field-level ACLs for state

Check ACLs on the table the UI Action interacts with.

Make sure ITIL users have the required permissions (read/write/delete).