Mention list empty for some users in Agent Workspace

[Sean61]

I have an issue with Agent Workspace where our agents are unable to @mention any other user from the activity form.

In the "classic" interface, like incident.do, mentions work properly:

However in the Agent Workspace interface this list is empty:

The same incident and the same agent user was used in both screenshots above.

The @mention list populates correctly in the Agent Workspace when logged in as a user with admin role, so I'm assuming it's something to do with permissions. I'm not sure how this list is populated though, so I don't know where to look.

Has anyone seen or solved this before?

[Inactive_Use585]

Hi Sean, did you happen to solve this? I am experiencing the same issue in Agent Workspace where only admin users can mention someone, and others have empty list. 

[Sean61 · Accepted solution]

Hey Dragan,

Sorry I didn't update this once I had solved it. Response I got from ServiceNow support is below:

So I found the root cause of the problem regarding @mention feature breaking in workspace.

The reason being that there is an ACL in place in the user table (sys_user) for the field "active" which is read-restricted for all users who do not have "admin" role.

On your dev1 instance, if you navigate to "System Security" > "Access Control (ACL)" and under "Name" column look for "sys_user.active" with "Operation" column being "read" - you will see that this specific ACL is impacting on workspace for non-admin agents.

So the quick fix is to have a brand new "read" ACL on "active" field of "sys_user" and you can enter the roles as per your liking (or no roles such that this field is open for read for all users)

Since it works in normal form mode outside of workspace, I have raised a problem to the respective development team regarding to further review and provide us further updates on how they would like to address this.

PRB1342877 - [Agent Workspace]: @mention doesn't return any results if "Active" field of "sys_user" table is read-restricted via access control (ACL)

I will keep this case mapped to the above newly raised problem.

Also, I want to bring to your attention that once that ACL is setup - you will be able to see the search results but not the avatars of respective users. For that, there is another problem out there that they fixed it in "New York" release. (additional design change - PRB1340263 - On workspace, the avatars for @mention dropdown are broken)

[Inactive_Use585]

Thank you so much Sean. I just created the ACL and mentions started working.