Hello Experts,
The issue here is that non-admin users were unable to view all requestable access items in the Request Center. As an administrator, I could see approximately 19,000 items. However, multiple users reported that they could not see the full list and, as a result, were unable to submit access requests. This was working till Friday.
Any idea how to fix this issue.
Thanks
Hello @niketnova ,
Do you have any segments configured? Segments are used to restrict the visibility of access items to specific users. Please note that administrators are not affected by segment restrictions and can view all access items.
No. We don’t have any segements configured in our tenant
Can you check on any one of the specific access items on what end users are not seeing? If not get the count of access items from the end user and see if it matches 19k.
Couldn’t think of any other reasons for this.
Hello Niket. Since segments are ruled out, it might be worth comparing one specific missing item for an affected user rather than comparing only the overall item counts.
For a missing role or access profile, you can try using the Requestable Objects endpoint:
GET /v2026/requestable-objects?identity-id=<affectedIdentityId>&filters=id eq "<accessItemId>"
The response should show whether the item is AVAILABLE, PENDING, or ASSIGNED for that identity. If the item comes back as AVAILABLE but the user still cannot find it in Request Center, that would suggest a possible tenant-side or UI-level issue. This endpoint covers only roles and access profiles. If the missing items are entitlements, those would need to be checked separately through the Entitlements API.
Since this started suddenly and affects multiple users without an obvious config change, raising a SailPoint support case would probably be the best next step if the API result does not match what is shown in Request Center.
Hi @niketnova,
We experienced something similar in one of our tenants. In our case, end users were seeing inconsistent results in the Request Center, and we also noticed duplicate access profiles being displayed. After verifying the configuration, we opened a SailPoint Support case, and the issue was resolved on the backend.
If the Requestable Objects API returns the expected results (as @punna0001 suggested) but the UI still doesn’t match, it may be worth opening a Support case.
It would also be useful to check whether you’re seeing any duplicate access profiles or other inconsistencies in the Request Center, as we observed that during our incident.