Configuration item not visible for some users in incident and change forms

[Giri6]

Users are able to select  CI in prod, but it is not visible in a test environment for incident/change forms. But as an admin, I can see these CIs in forms on test and prod. Prod is Rome and test is Sandiego. Is anything changed in Sandiego that could cause this issue? I verified the dictionary to be the same on both. Still, I did not understand how could it be a user-specific issue. Appreciate any pointers to debug.

[Ankur Bawiskar]

Hi,

Did you check this?

1) any ref qualifier is restricting it

2) any query BR on CI table is restricting it

what debugging did you perform so far?

Regards
Ankur

[Giri6]

I just found the cause. It is ACL issue.  Our team installed ITOM Visbiligy and which inturn installed  Firewall Audits and Reporting and this plugin introduced   ACL on cmdb_ci_appl table. Here is the ACL introduced. I deactivated  as shown here to make the problem fixed.  It does not make sense installing plugins affecting existing tables which is really creating  SEV1 issues.  Appreciate your thoughts on how to fix and what is intention of servicenow to affect platform features with the plugins.