SOW Action not working for ITIL Users

[kristenmkar]

Good afternoon! 

Our ITIL users primarily work in the SOW - we recently noticed that one of the Actions ("Contact" within the Record Information) in the Incident portion of the workspace is not loading for ITIL users. It is totally fine in Admin.  The itil users can see the Contact button, but when clicking it receive a perpetual loading symbol.  I have went through all/most ACLs, UI Actions, UI Policies as well as looking in the UI builder - in the contextual side panel - and cannot find why this is not loading for itil.  I thought maybe a form view or something random? I am trying to run debugs, but I am still unable to figure out why this will not load or give ITIL users access.  Screenshots attached if you need more clarification! 

Thank you so much! 

[Rafael Batistot]

Hi @kristenmkar 

May you try check the ACL

System Security > Access Control (ACL)

• Search for table sys_user_contact (and also interaction, if used).

• Make sure ITIL role has read access.

• If not, clone the ACL and add itil role.

After that, the Contact button will load for ITIL users just like it does for Admin

[Bhuvan]

@kristenmkar 

I impersonated a user with only itil role and can see contact card fine in Service Operations Workspace.

Check if the plugins are updated to latest version available in the store and there are no customizations done to workspace. Clear your browser history & cache and try again.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[kristenmkar · Accepted solution]

Thank you guys so much for the help/insight!  I was able to locate the data source and fields from the UI builder that resided in the client script - this lead me to a Location field ACL that itil did not have access to for some reason.  Adjusted that ACL and voila! Worked like a charm! 

Thank you for the assistance!