ITIL users are unable to initiate conference call on ITSM Mobile Agent app v5.0.1 - Known Error

ITIL users are unable to initiate conference call on ITSM Mobile Agent app v5.0.1 Description Users having the ITIL role are unable to initiate conference call from ITSM Mobile Agent app v5.0.1 and lower only on the SanDiego family release. The conference bridge options like Zoom, MS Teams, Twilio, are unavailable.

Steps to Reproduce

Open Agent mobile app. Login as a user with the itil role. 2. Navigate to any open incident. 3. More options -> Start call. The conference bridge options (like zoom, MS Teams, Twilio numbers) are unavailable or empty. Workaround This problem will be fixed in SR ITSM Mobile Agent app v5.0.2 . If you are able to upgrade, review the Fixed In section to determine the latest version with a permanent fix your instance can be upgraded to.

The workaround is the following:

Navigate to table -> Notify Mobile Conference Bridge (notify_mobile_conference_bridge) Navigate to related lists "Access controls" Create a new read ACL on record for this table and allow users with 'itil' role

If you apply the above workaround on your instance, you may want to deactivate or delete the ACL you created above once the permanent fix is available on your instance post-upgrade.