Encountering issue with GlideRecord in scoped application

[Swadesh Saraf2]

Hi All, I have been working on the inbound actions in CSM and encountered one issue.

Let's say there are multiple contact records with the same email id abc@xyz.com, the user only has snc_external role in all the records. When the user sends the email, we want to check that this user has multiple contacts and then process something.

Now, we wrote a glide record on the contact table in the inbound action(tried business rule as well), then based on the row count we get, we are processing the rest of the things. Sounds straight forward, right?

But the problem we are facing is, it always returns only 1 record no matter how many contacts there are with the same email id. On exploring further we found it to be an access issue such that the user can only read their own record.

As per guidelines, on the GlideRecord query, ACLs don't apply, but somehow it is being applied in our scenario.

We found alternative solutions to it, like using impersonation in the BR or updating the ACLs. 

But I was wondering why the OOB function is not working in this case.

All of this is happening in the scoped app CSM. 

It will be really great if someone can please help us with this.

Thanks

Code is as below:

Running as before business rule in the sn_customerservice_case table

var contactID = new GlideRecord ('customer_contact');
contactID.addQuery('email', current.u_email);
contactID.query();

var newCount = contactID.getRowCount();

if (newCount == 1 ){
contactID.next()
gs.log('********Only 1 record');
}
else
{
gs.log('********more than 1 record');

}

[Chuck Tomasi]

This doesn't sound like an issue related to scoped apps. I've used getRowCount() numerous times in scoped apps. It sounds more particular to the way inbound actions process the data.

Can you share the script to show what you are doing? It might shed some light on the issue.

[Swadesh Saraf2]

Thanks for your reply. Just now found out why it was happening, a query business rule was running and restricting the records there. Now we can update that business rule and have it working.

[Ankur Bawiskar · Accepted solution]

Hi Swadesh,

Yes query business rules restrict the query and may affect the rowCount

best practice is to add following condition in query business rule so that it runs only during interactive sessions and not when some script queries the table

gs.getSession().isInteractive()

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Dubz]

If you're confused by the results of a glide query it can be useful to log out gr.getEncodedQuery(), this will show you the exact query being submitted to the server so you can see anything being tacked on by before query rules.