ITIL users are not able to view any columns in slush-bucket when they click "Personalize List" gear icon. - Support and Troubleshooting

ITIL users are not able to view any columns in slush-bucket when they click "Personalize List" gear icon. Issue  Symptoms ITIL users are not able to view any columns in slush-bucket when they "Personalize List" gear icon. Admins are able to view them with no issues.

Release Istanbul onwards

Cause The reason why non-admin users are not able to see the columns is most likely because they are failing UIPage processor:

/nav_to.do?uri=sys_security_acl.do?sys_id=b20812b0932102009c8579b4f47ffbd1

In the Required Roles list, the expected value for 'snc_internal' role will have a blank record in its place.

Resolution To restore this and resolve the issue, open the ACL record and then change the blank value in the Required Roles list to the current "snc_internal" role.

Additional Information This looks like a side effect of PRB712210 . According to the problem, snc_internal role installed with the "Explicit Roles" plugin (com.glide.explicit_roles) is installing with a randomly generated sys_id instead of the OOB intended sys_id.

Here is a known error article with more details on the problem:

KB0681190 : snc_internal/snc_external role installed with the "Explicit Role" plugin (com.glide.explicit_roles) have SYS_IDs that do not match with the base system