How can non-admin users view UX List content in Workspace?

[kack l]

admin user➡️⬅️General user

Hi Community,

I'm currently working on CSM/FSM Configurable Workspace. I noticed that admin users can see all UX Lists and Categories, but when testing with users who have roles like sn_internal or sn_customerservice_agent, some UX Lists do not appear in the Workspace.

Here’s what I’ve confirmed so far:

• The UX Lists and Categories are properly created and active.

• The tables used (e.g., kb_knowledge, kb_feedback) have ACLs that seem to restrict access based on roles or KB version.

• If I add a UX List to a Category that’s already visible (e.g., “All Articles”), the list becomes visible to non-admins too — so it seems related to permissions or ACLs.

My questions are:

1. What roles or permissions are required for non-admin users to see UX Lists in Workspace?

2. Are there any specific ACL or UX List Menu Group settings that might block visibility?

3. Is there a best practice to make UX Lists visible to all customer service agents (without giving them admin)?

Any advice or pointers would be appreciated!

Thanks in advance.

[Mark Manders · Accepted solution]

UX lists have an 'applicability' record where you can set who can see what (sys_ux_applicability_m2m_list).

[Mark Manders · Accepted solution]

UX lists have an 'applicability' record where you can set who can see what (sys_ux_applicability_m2m_list).

[kack l]

Thanks! I’ve checked and confirmed that the issue was indeed due to UX List applicability settings. Really appreciate your help!

[Ankur Bawiskar · Accepted solution]

@kack l 

Did you create the correct audience with roles to it?

Does your user satisfy that role?

Each UX list has an associated list applicability and the mapping between those is stored in this table

"sys_ux_applicability_m2m_list"

Open the Applicability associated to your UX List, check if your non-admin satisfies that role or not

If my response helped please mark it correct and close the thread so that it benefits future readers.

[kack l]

Thanks for the help! You were right — the visibility issue was due to UX List applicability and missing role mapping. It’s working now after updating the applicability settings. Much appreciated!