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For Agent Workspace Modules, if you specify multiple roles in the Roles field, it is performing an AND check condition, meaning the user has to have all the specified conditions to view the agent workspace modules. An ITIL user can not see the Agent Workspace modules without the admin role. Steps to Reproduce 1. Impersonate an ITIL non-admin user. 2. Navigate to Agent Workspace. Notice that home and list modules do not show. These modules had roles added as admin,itil: /sys_aw_module.do?sys_id=c38f773d730c330075e8f358caf6a756&sysparm_view=&sysparm_record_target=sys_aw_module&sysparm_record_row=1&sysparm_record_list=workspace_config%3D7b24ceae5304130084acddeeff7b12a3%5EORDERBYorder&sysparm_record_rows=4 /sys_aw_module.do?sys_id=88bff33d730c330075e8f358caf6a74f&sysparm_view=&sysparm_record_target=sys_aw_module&sysparm_record_row=3&sysparm_record_list=workspace_config%3D7b24ceae5304130084acddeeff7b12a3%5EORDERBYorder&sysparm_record_rows=4
This problem has no workaround, is under review and targeted to be fixed in an upcoming release. To receive notifications when more information becomes available, subscribe to this Known Error article by clicking the Subscribe button at the top right of this form.
PRB1439037
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