Additional details not visible to users with empty roles

[Ash41]

Hi Team, 

We need to make additional details visible in esc portal to all users with empty roles, please suggest where we can check this, thank you.

[Dr Atul G- LNG]

Hi @Ash41 

No role, means end users right?

[Ash41]

Yes, end users

[Dr Atul G- LNG]

Hi @Ash41 

Seems it is some OOTB logic or some other code, bcz additional details available on SP for end users but not on ESC. 

Either its ACL or UI policy

check these ACL.

[Fabian_F]

Hi Ash41,

check the following: 
Standard Ticket --> Standard Ticket Configuration.

Do you have a configuration for sc_req_item?

If yes: Check if you the type of addional details, in tab configuraition, is set to variable summarizer.