Related List not displaying records in Platform View

[Mukesh Khanna P]

I've created Related list to show expired "Special Handling Notes" on my case type table intented to show the expired special handling notes created from the following tables "Consumer" / "Contact" / "Account". It is working as expected for the admin users in both platform and workspace view.

When I impersonate non-admins like customer service agent / consumer service agent. the related list in the workspace is showing the filtered special handling notes record in the custom related list, but in the platform view of the case type, the custom related list is displayed empty with "No Records" message. Feeling it difficult to find reason for this behaviour. Kindly help me to resolve this issue.

Here is the simple query I've written for the relationship record.

(function refineQuery(current, parent) {current.addEncodedQuery("table_name=customer_contact^ORtable_name=customer_account^ORtable_name=csm_consumer^status=3");

})(current, parent);

@Chuck Tomasi @Pradeep Sharma @Ankur Bawiskar 

[Satishkumar B]

@Mukesh Khanna P 

Ensure the ACLs for `customer_contact`, `customer_account`, and `csm_consumer` allow non-admin users to access records. Verify the query syntax and check for any differences in how data is displayed in the workspace versus the platform view. Update the query to:

(function refineQuery(current, parent) {
current.addEncodedQuery("table_nameINcustomer_contact,customer_account,csm_consumer^status=3");
})(current, parent);

Mark my response as helpful/accept the solution if it helps you

[Mukesh Khanna P]

@Satishkumar B 
I've updated the query as you've given in your reply, no fixes made for the defect. Also I've checked the Access of the user for all the following tables `customer_contact`, `customer_account`, `csm_consumer` and `sn_shn_notes` = Special Handling Notes Table (i.e. Queries From Table in Relationship). For all these tables, the user is having read access. Don't know why it is showing in workspace related list and not showing in the platform related list of the "Applies to Table". This is an urgent fix, your timely help will be very much appreciated, thanks in advance!

[Ankur Bawiskar]

@Mukesh Khanna P 

any query business rule or CSM query rule is blocking?

did you check that?

[Mukesh Khanna P]

@Ankur Bawiskar 
It is a new ServiceNow instance, there is no customizations / query rules written for any tables. I've only created relationship record, Am I missing something? Do I need to create "Many-to-Many relationship" from special handling notes table to case type table. If yes, the case type is in custom application scope. Do I need to create Many-to-Many relationship using case type custom application scope?