Custom Watch list field on user table is not visible on the CSM Portal User profile form.

[HARI KISHAN GVS]

Hi Team,

We have created a custom field (u_watch_list) which refer to the User table on sys_user table.

Configured form layout and add this field in Self Service and Customer Self Service and Service Portal views of the form.

added this fied on Contact (customer_contact) form in Customer self service, Service portal, Case views of the form.

Created Table level read ACL's on User table to give snc_external and snc_internal users read access to table.

Created field level read ACL's on User table to give snc_external and snc_internal users read access to the Watch list(u_watch_list) field.

For internal and admin users this field is visible on user profile on csm portal. below is the page that i want to see the field.

(yourinstance.service-now.com/csm?id=user_profile&sys_id=xxxxxxxxxxxxxxxxxxxxxxx)

My issue is this watch list field is not showing for customers(snc_external) users unless i give write access via ACL's.

But i want to give read access only.

Please let me know, what i need to make this field as read only for snc_external users/customers.

Thanks in advance,

Hari Kishan.

[Kieran Anson]

External users are generally customer contacts and therefore are on the customer_contact table (child of sys_user). Your ACLs being on sys_user mean the more granular customer_contact ACLs are overriding and preventing access.

Create a read acl for customer_contact.u_watch_list

[HARI KISHAN GVS]

Hi,

Ceated ACL on Customer_contact.u_watch_list but it didn't work.

Thank you,

Hari Kishan

[Raj118]

Hello Hari,

Do you have ‘Access Analayzer’ plugin installed ? If you do, it’s real to debug ACL preventing external customers from accessing the field. You can configure or alter your ACLs based on your findings.

Access analyzer https://docs.servicenow.com/bundle/washingtondc-platform-security/page/integrate/identity/concept/ex... 

Hope this helps.

Thanks !

Raj