In Service Operation Workspace, the Interactions sub categories missing for ITIL users compare to AW

[Community Alums]

Hi Team,

On Service Operation Workspace, Interactions sub categories list's are missing for ITIL user, however admin users can see all Interactions sub categories. But on Agent workspace all Interaction sub categories list are visible for the users: Admin and ITIL.

How we can get visible for ITIL user all interaction Sub categories list on Service Operation Workspace? 

Screenshot: 1 (Agent workspace Interaction sub categories list can visible for ITIL and Admin users )

Screenshot: 2 (Service Operation workspace some Interaction sub categories list missing for ITIL as compare to Agent workspace):

Any help is appreciated!!

Thanks in advance!!

Thanks,

Ramya

[Haseeb-Ahmed]

Hi @Community Alums ,

1. Open the list view for table "sys_ux_list_category", and search for "Interactions" in Title

2. Verify if "UX Lists" related list records are role-restricted

if the issue is not resolved using the above, please share more screenshots of the above records and run time for the admin user.

Please mark it helpful, if it answers your query.

Thanks,
Haseeb Ahmed

[Community Alums]

Thanks you Haseeb!!

here is the screenshot:

[Haseeb-Ahmed]

please post sys_ids of the additional subcategories

[Chris D]

Did you find out why some lists were missing for non-admin users in SOW? It appears to me that it doesn't like custom lists - and it looks like the same for you: OOTB I see Assigned to you (you renamed to "me" I'm guessing), Active, and All and those are the only three you show in your screenshot. I don't see any technical difference between the custom and ootb sys_ux_list records - in fact I simply inserted several of mine from ootb ones and all I changed was the name, conditions, and order.