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Event Management roles conflict with SOW Shared Lists

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RonaldS50508642
Tera Contributor

3 weeks ago

I noticed that adding Event Management roles to a user makes the Shared Lists in SOW disappear. Does anyone know if this is a known PRB or a specific ACL conflict in the Service Operations Workspace?

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amit_bt
Tera Expert

2 weeks ago

This is a known behavior in Service Operations Workspace (SOW) related to how the workspace dynamically adjusts its UI based on assigned roles. It is usually not a "broken" ACL, but a Module/UX Page Priority conflict.
When a user is granted Event Management roles (like evt_mgmt_admin or evt_mgmt_user), SOW often triggers a "Persona Switch." The workspace assumes the user is now an Operator rather than a general Service Desk agent, which can filter or hide certain "Shared Lists" that are categorized specifically for the ITSM persona.

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amit_bt
Tera Expert

2 weeks ago

This is a known behavior in Service Operations Workspace (SOW) related to how the workspace dynamically adjusts its UI based on assigned roles. It is usually not a "broken" ACL, but a Module/UX Page Priority conflict.
When a user is granted Event Management roles (like evt_mgmt_admin or evt_mgmt_user), SOW often triggers a "Persona Switch." The workspace assumes the user is now an Operator rather than a general Service Desk agent, which can filter or hide certain "Shared Lists" that are categorized specifically for the ITSM persona.