List Menu Universal Request isn't visible in the action list menu on Service Operations Workspace for non-admin users

[Vadzim Surin1]

HI everyone.

I preinstalled all the necessary plugins to work with Universal Request. After this Universal Request list menu is visible in the action list menu on Agent Workspace by default.
And now I'm trying to display Universal Request list menu to the action list menu on Service Operations Workspace.
My steps are:

1. I add new category 'Universal Request' in the table 'UX List Categories' (sys_ux_list_category_list) with configuration 'Default - SOW'.
2. I add all the lists (similar to Universal Request list menu on Agent Workspace) to the category 'Universal Request'.
3. After this I able to see Universal Request list menu in the action list menu on Service Operations Workspace with admin role.
4. I add a new audience 'SOW - Universal Request - Read Audience' to the table 'Audience'  (sys_ux_applicability). I assign the role 'sn_uni_req.universal_request_read' to this audience.
5. I add new records to the table 'List Applicabilities' (sys_ux_applicability_m2m_list_list) according to the lists in step 2 and assign them to the audience 'SOW - Universal Request - Read Audience' (remember - I gave this audience the role 'sn_uni_req.universal_request_read').

After these steps I able to see Universal Request list menu in the action list menu on Service Operations Workspace with role 'sn_uni_req.ur_admin'). And I not able to see it with role 'sn_uni_req.universal_request_read'.

P.S. Test user has 'itil' and  'sn_uni_req.routing_agent' roles ( 'sn_uni_req.routing_agent' includes 'sn_uni_req.universal_request_read').

[Vadzim Surin1]

Additional information:
If I add new category 'Universal Request' in the table 'UX List Categories' (sys_ux_list_category_list) and I add the lists to the category 'Universal Request' both in scope 'Universal Request' user with role 'sn_uni_req.universal_request_read' can not see this records.

If do this in scope 'Global' - all ok. User can see this records in sys_ux_list_category_list and sys_ux_list tables and able to access to this list on SOW.
Where i can change the restriction to the scope cope 'Universal Request'?

[Houston Vargas]

Did you ever figure this out?

[The_SNOW_Brumbl]

Vadzim, Thank you for providing a nicely detailed description on the Universal Request issue as you encountered it.  The quality of your description has led me in the direction of a solution, and since it's likely you have ALSO already resolved this issue, I am hoping you will see this Reply and can validate whether the suggesting I am offering today IS what worked in your case?

One solution for displaying the Universal List Request menu on the action list menu on Service Operations Workspace:

1. Add a new category 'Universal Request' in the table 'UX List Categories' (sys_ux_list_category_list) with configuration 'Default - SOW'.
2. Add all the lists (similar to Universal Request list menu on Agent Workspace) to the category 'Universal Request'.
3. Add a new audience 'SOW - Universal Request - Read Audience' to the table 'Audience' (sys_ux_applicability) and assign the role 'sn_uni_req.universal_request_read' to this audience.
4. Add new records to the table 'List Applicabilities' (sys_ux_applicability_m2m_list_list) according to the lists in step 2 and assign them to the audience 'SOW - Universal Request - Read Audience'.

These steps should allow users with the role 'sn_uni_req.universal_request_read' to see the Universal Request list menu on the action list menu on Service Operations Workspace.

If this doesn't work, next try adding the new category and lists in the 'Global' scope instead of the 'Universal Request' scope.

R/, Brumbl.

[SPeshek]

This worked great for me.  Thank you.