Restricted Caller Access Privilage related info message

Raghav Kakkar · ‎11-19-2023

I am getting this info message related to restricted caller access when I start an MS Teams chat in SIR ticket but not in ITSM incident tickets.

What I have already verified:

There are Restricted caller access records with source "Collaboration Services" and target "Security Incident Response" and all are in Allowed state.
This is appearing post Vancouver upgrade.
It is reproducible in lower instances as well even though MS Teams runs only in Production.

Sandeep Rajput · ‎11-19-2023

@Raghav Kakkar As a best practice, we keep the RCA Policy to Restricted on all three instance (Dev, Test, Prod). Primary reason is to know let the Dev/Admin know which applications are trying to access the data of the application in consideration (Security Incident Response in our case) from out side. Dev/Admin capture the allowed records in update set and carry them to other instances (Test and Prod).

In case if a dev/admin is constantly making changes in the application, these RCA may get annoying, in such a case we keep them to tracking on Dev instance till the development gets completed and shift it to Restricted after the necessary changes.

View solution in original post

Raghav Kakkar · ‎11-29-2023

Hi @Sandeep Rajput,

I have a follow up question. If the info message is due to Caller Access being set to "Tracking", then should I not get this info message every time some application tries to access "sn_si_incident"? Why does this appear only for "Collaboration Services".

Secondly, I cannot seem to understand the first part of the info message i.e. "Unable to identify source of the Read operation sn_si_incident from Scope Collaboration Services".

Any help is appreciated!