Topics cannot be deleted by users who have the required role (virtual_agent_admin)


Description

Topics cannot be deleted by users who have the required role, virtual_agent_admin. If an user tries to delete a topic, a 403 (Forbidden) error is displayed in the Web console:

DELETE https://my_instance.service-now.com/api/now/table/sys_cb_topic/4bd8204cdb07401050423c9968961999?sysparm_transaction_scope=c677e89cdbca045450423c9968961923 403 (Forbidden)


In the Network tab an ACL error is displayed in the request: 

error: {message: "Operation Failed", detail: "ACL Exception Delete Failed due to security constraints"} status: "failure" 


Cause

A delete ACL on the "sys_cb_topic" table is failing.  

Resolution

1. Review the application where the topic was created. The following OOB delete ACL was created for the Global application:

/nav_to.do?uri=%2Fsys_security_acl.do%3Fsys_id%3D14d91d3bb3333200f7d1a13816a8dc44

If the topic is not created in the Global application, then create a similar ACL for the application where the topic exists. 

2. Note the same OOB ACL restricts to delete topics under the _system_   and  Setup Topics categories.  

3. The same OOB ACL restricts to delete topics with the Contextual Search  or Transfer to Live Agent names.

3. Ensure the user has the required roles by the ACL.