Allow a user to view their departments requests in the service portal

[BriTaylor]

Hi,

I have a requirement to allow end users the ability to view their departments incidents and requests on the Service Portal. These users have no roles in the system.

I was able to figure out the incidents side of this requirement, however I am unable to figure out the requests.

I have created a custom ACL on the sc_request table that looks at the Request's requested for's department information and compares it to the logged in user's information. 

I have the same ACL on the sc_req_item table for the requested items.

I am able to see the appropriate requests in the list.

However, when clicking on one of the requests for a member of my department I get a "Request not found" error.

If I navigate to the request on the platform side, I am able to see the request.

I am at a loss for what is causing this. Any help would be appreciated.

[jonsan09]

You can try the following to verify if your ACLs are working as intended: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0688922

[BriTaylor]

So I can "see" the request, however it doesn't look like it is pulling in all the data.

Below is the ACL I have on the sc_request table that I believe should allow all users access to read data from that table.

[BriTaylor · Accepted solution]

Doing some more digging I was able to find I needed to create a 2nd ACL for sc_request.*". After creating that ACL everything worked as I would expect.

[Verica M]

Hello BriTaylor,
What was solution for Incident records?