Default Lists not showing for non admins

[Ashley]

Good afternoon,

We are currently carrying out regression testing for the Australia release in a sub-production instance, and the default lists are not appearing for non-admin users.

The message shown is: “One or more property values are invalid.”

I have checked the ACLs for several Help Desk users, and none appeared to be blocked.

Has anyone seen this error before?

Kind Regards,

Ashley

[Rairai31]

You can also refer to this KB article: Resolve Agent Workspace lists not appearing after creation for users with long usernames

Resolution:

There are two options for resolving this issue:

Option 1: Limit username length

Ensure that all usernames in the [sys_user] table are 40 characters or fewer. This prevents username truncation across the platform, not just in Agent Workspace lists.

Option 2: Update the dictionary entry

Update the dictionary entry for the created_by field in the [sys_aw_my_list] / [sys_ux_my_list] table to match the maximum length configured for the user_name field in [sys_user]. This allows usernames longer than 40 characters to be stored and retrieved correctly.