Security Operations (Unable to view all records)

[RodHill11]

Greetings.

We recently had every user from our SecOps team share the same experience pictured below.  When they attempt to click the "All" link under Security Operations, it only displays a few or so records.  Also, it appears the other rows are there, but the data is not visible.  Please notice the row under SEC0001006:

This particular user has been granted access to all the necessary roles/groups.  Also, this issue is sporadic.  Initially, I didn't think it was ACL related but at this point, I'm not sure.

Any help or guidance would be greatly appreciated.

[Mark Manders · Accepted solution]

Debug your ACLs to see if it is an ACL (it could be a read one), but also check on UI policies related to certain views. Client scripts can hide information as well. I am leaning towards one of these, because they are shown for a couple of seconds, meaning a query BR or ACL is probably not the cause.
An empty row probably means they have access to the record, but not the fields on the record.

[RodHill11]

Thanks Mark.  After debugging the ACL, it was determined that it was a read ACL.  Inside the ACL, the query did not account for a particular Category that was chosen on a number of the tickets.  This is why the user could only see certain tickets.  I updated the query to account for that specific category and that resolved the issue.

Thanks @Mark Manders  for your help!