Additional details not visible to users with empty roles

Ash41
Kilo Sage

‎02-13-2024 04:45 AM

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.

 

Ash41_0-1707828155842.png

 

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎02-13-2024 04:47 AM

Hi @Ash41 

 

No role, means end users right?

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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Ash41
Kilo Sage
In response to Dr Atul G- LNG

‎02-13-2024 04:51 AM

Yes, end users

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to Ash41

‎02-13-2024 05:33 AM

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

 

LearnNGrowAtul_0-1707831180370.png

 

check these ACL.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Fabian_F
Tera Expert

‎02-13-2024 05:11 AM

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.

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