'Restricted by Access Control' Error in Agent mobile application

[Black Coder]

Agent mobile App is restricting some users from viewing all the records in Applet List Screen and the issue only exists with very few users where other users with same roles / less roles compared to the users facing issue are able to view all the records on the list screen. We have noticed this issue in  Dev instance.

As per our understanding, this is not an issue with user roles because users who face this issue are admin users.

Please find the screenshots

[Laukik Udpikar]

Hello Ankur, I'm facing the same issue for Quebec as well, and this article only specifies 'The issue was fixed in paris'

[navin14]

Hi Ankur,

I am facing the same issue in Vancouver version, I can't open the link you posted.

Could you please help me with this issue?

[Laukik Udpikar]

@Black Coder @Black Coder Did this issue get resolved?

[Black Coder]

Yes i was able to fix this. We faced this issue on "My Tasks"widget.

The "My Tasks" list screen has 2 master-items configured.

1. "RITM approval Master Item", with query condition of : sysapproval.sys_class_name=sc_rec_item^EQ

2. "REQ approval Master Item", with query condition of : sysapproval.sys_class_name=sc_request^EQ

The data item for the My Tasks list screen has the following query condition: sys_idINjavascript:sn_me_todos.todoUtils.getMyApprovalsBasedOnPermissions()^EQ^ORDERBYdue_date

We ran the above script include for user who is facing the issue which returned 66 sys_ids of approval records. When opening the "sysapproval_approver" table from the instance web UI, while impersonating the above user, using as filter the query condition of the data item (and replacing the 66 sys_ids from the script include), applying the order by in the data item and viewing this with a window size of 20 (the same pagination window as in the mobile) - 20 records are displayed in the first page, all of them visible. However, none of those first 20 records are of type RITM or REQ. They are all of type change request. In other words, none of those records match the conditions in any of the configured Master Items. Therefore, no records are sent to the mobile clients for the above records. In the absence of records, but getting the indication that this is not the last pagination window, the clients "fill" the screen with the "Restricted by Access Control" dummy records, which in this case is probably the wrong message, as there is not Access Control issue here, but rather, a missing Master Item configuration.

As a fix, when we configured an additional Master Item with a condition sysapproval.sys_class_name=change_request^EQ we were be able to see the missing records for the CHG approvals. Alternatively, we could change the condition in the Data Item to only show approvals for RITMS and REQs, which are the only types of approvals for which there are Master Items configured.

[Laukik Udpikar]

Hello Black,

I did not fully understand your scenario here.

As you said, for a fix, you configured additional Master Item.

So should I create a new master item for the same?

I'm unable to see 3 of the applets due to security constrains, 2 of which are my approvals and pending approvals. 

Could you please elaborate the steps for the fix. It'll be really helpful.