Cross-scope access error while creating Customer Service Case

BhamidipatiU
Kilo Contributor

‎10-01-2026 03:36 AM

Hi Community,

I am trying to create a Customer Service Case, but I am getting the following error:

“Access to api 'put(...)' from scope 'sn_customerservice' has been refused due to the api's cross-scope access policy.”

The error occurs when I try to submit/create the case.

Could someone please help me understand why this cross-scope access is being denied and what configuration is required to allow the API access?

Thanks.

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AlwinJebakY
Tera Expert

‎10-01-2026 04:40 AM

@BhamidipatiU 

  1. Check whether an onSubmit Client Script calls a Script Include. Verify the Script Include API name and scope. If it belongs to Global scope, call it using: new GlideAjax('global.YourScriptIncludeName'); Also ensure the Script Include is marked Client callable.

  1. If the Script Include is called from a Flow Designer action or Business Rule, verify its scope and API name there as well.

  2. Check the Script Include’s Accessible from setting. If it is set to This application scope only, either change it to All application scopes or approve/create the required cross-scope access under System Applications > Application Cross-Scope Access (sys_scope_privilege).

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Ankur Bawiskar
Tera Patron

‎10-01-2026 05:03 AM

@BhamidipatiU 

looks like you are creating new record on some table extending Case table?

try making "Can update" checkbox as true for your custom table

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

 

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