Cannot access the Service Portal while impersonating user

[C_dric Chen]

Greetings, everyone.

I need to access a catalogue item that I just created while impersonating as another user (who, I'm very sure, has been assigned the required role). However, when I try to look up the Service Portal while impersonating this other user, here's what I've got:

The impersonated user cannot even access the Service Portal.

Does anyone know what's happening?

P.S. I tried looking up the configuration page of the Service Portal, but I couldn't seem to find the correct page.

[Jerry kk Wong]

Hi,

Can i check if you have created a new user with no roles?  I created a new user and then impersonated the new user and then visiting https://devXXXXX.service-now.com/sp.

Is the user an exisitng OOTB?

[C_dric Chen]

Hello.

I did create a new user without assigning her any roles. But I did add this user to a group that contains one of the roles that should've allowed this user to access the record producer (and the app associated to this record producer) that I'm developing.

Is there a role that I should've added to this user?

[Markus Kraus]

Can you show us the index page (sp_page) that is referenced in the sp_portal record for your "/sp"?

Depending on the Explicit Roles Plugin, User Criteria for Service Portal and/or your current configuration it could be simply that you cannot access the index page. Please show us your 'Roles' value of the sp_page record for your index page.

Additionally it is completely normal and expected that you do not see the Service Portal Menu in the Filter Navigator, as the sys_app_application-record probably does not contain the custom role you've added (my advice would be do create a new module for this instead of touching the OOTB record).

[C_dric Chen]

Hello.

Am I looking at the wrong place? Because I can't seem to find sp_portal.