Buttons not working & form read-only for ITIL users in Service Operations Workspace(Remediation task

[kushagrasingh]

Hi all,

I’m working on the Vulnerability Response (VR) module and facing an issue in Service Operations Workspace (SOW).

Setup:

• We have both Security Operations Workspace (SecOps) and Service Operations Workspace (SOW).
• Users with ITIL role have access to SOW.
• I added Remediation Tasks to the list view in SOW.
• The Remediation Task record page is configured as “Configurable across experiences”.
• Users with Vulnerability-related roles (e.g., VR roles) can access and interact with Remediation Tasks in SOW without issues.

Problem:

• ITIL-only users can:
  • See the Remediation Task records in SOW
  • Open the record form
• However:
  • The form is read-only
  • Buttons are visible, but clicking them does nothing (no modal or action triggered)

Expected Behavior:
ITIL users should be able to interact with the form and use the action buttons (same as users with VR roles, based on access design).

What I’ve Checked:

• Record page is configurable across experiences
• UI visibility of buttons is fine (they appear for ITIL users)

Questions:

1. What could cause buttons (UI actions/modals) to not respond in SOW for certain roles?
2. Is this related to ACLs, UI Action conditions, or Workspace-specific client scripts?
3. How can I enable full interaction (edit + button actions) for ITIL users on Remediation Tasks in SOW?

Any guidance or pointers would be appreciated!