User menu access issue

[Zen00]

Hello community,

I have an odd situation happening to a user:

SAP T-Code = VK13 | Affected menu = Environment > Changes > Change Report

User A is a contractor and accesses our network using a Citrix virtual desktop (VDI), from that desktop it RDPs into a server in which it needs to do its SAP activities and, in that server, it accesses SAP with a service account.

With that in mind, there is a menu in SAP (Change Report) which is enabled (as it should) in the virtual desktop but not in the server. The process goes like below:

User A logs into the VDI with its user account -> user A RDPs into server with its user account -> user A, using service account, logs in SAP = Menu is disabled

User A logs into the VDI with its user account -> user A RDPs into server with user B's user account (user B is from the same team as user A) -> user A, using service account, logs in SAP = Menu is enabled

User A logging into SAP using service account from the VDI = Menu is enabled.

Has anyone seen something like this that could share some tips on the root cause?

Thanks!