Itil Users can't see custom link on Caller Record

[KeithM1]

I created a custom link on the caller record called Recent Requests (link to how I did it:  https://www.servicenow.com/community/service-operations-workspace/update-caller-record-in-sow/m-p/35...).  The problem I have is that itil users can't see the new link.  They can see the link to Recent Incidents on the caller record but can't see the link to Recent Requests.  What's more bizarre to me is that I cloned the Recent Incident link in order to create the Recent Requests link

Logged in as an admin

Logged in as an itil user

Any thoughts/ideas/suggestions are greatly appreciated!

[Tanushree Maiti]

Hi @KeithM1 

1. Verify that your Link -UI Action's  Condition field permits ITIL visibility.

2. I needed , You can appended the gs.hasRole('itil') with existing query with a OR condition to  ensure the condition logic properly matches the current status of the caller.

[KeithM1]

This isn't a traditional UI Action, like on an incident or change form.  This link was created on the Record Information tab using UI Builder for SOW.

[Ankur Bawiskar]

@KeithM1 

seems some access is blocking it