"Create remote task for provider" related list link missing in preprod instance after cloning

[phr]

Hi All,

Recently we cloned the instance prod to lower instances and we found out that one of the related links "Create remote task for provider" is missing in the lower instances in the incident record,  but we found out that UI action in present but is not visible in related link section. We did check the conditions and there's no change with the conditions

How to fix the issue?

Attached images for reference.

In lower instance:

In prod instance:

Thank you

[Mark Manders]

And what does the UI action state on PROD? I don't have it on my instance, so it's either custom or coming from a plugin I don't have, but if it is there, and not showing, the conditions aren't met. That could be role, or condition related. If they really are the same (after a clone they should), you need to check on the conditions to see if the incident on PROD that does show it, is the same as on DEV (condition wise). And the 'requires role' is also evaluated as condition).