REST Contact Searches not showing all information

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

When attempting to retrieve the list of contacts using REST WS and accessing with a user which has an access type without license, only the same userid is displayed and no other listings.

Environment

Release : 17.3

Component : Svc Desk Web Services

Cause

This is a expected behavior as access type without a license cannot display the entire list as they are not allowed due to their license restrictions.

Resolution

Check the box for the "Licensed?" field in the access type of the contact then recreate the REST session and the entire list of contacts should be displayed.