Giving access to Non ITIL user in Portal view

[MAK9666]

“I have a record producer in the Service Portal called Total Quality Request. I created a Service Portal view to show how the request looks after submission, including some fields from the native UI table. After submitting the request, these fields should be editable. However, when a non-ITIL user accesses this request, they are unable to edit or select values in those fields. I tried to give access through ACLs using the snc_internal role and created ACLs at the table.field_name level, but that is still not working. Why is this happening, and how can I give them access?”

[Ravi Gaurav]

Hi @MAK9666 

This is a very common ServiceNow record producer + Service Portal access issue. Let me break it down for you:

Why this is happening

1. Record Producers vs. Request Views

   • A record producer only creates a record (in your case, a "Total Quality Request").

   • After submission, the request is shown using a form view (you created a Service Portal–specific view).

   Editing fields after submission depends entirely on table-level ACLs.

2. Non-ITIL Users & Roles

   • By default, non-ITIL users usually don’t have write access on task/request tables.

   • Even if you add snc_internal (intended for internal platform use), that won’t grant actual CRUD rights for those fields.

   This is why your table.field ACLs with snc_internal didn’t work—because the role doesn’t apply to your end users.

3. ACLs in Service Portal

   • ACL evaluation in the Service Portal is the same as in the platform UI.

   • If a user doesn’t meet the table/field write ACL, the field will render as read-only, no matter what you’ve set in the view.

How to fix it

You need to explicitly grant access:

1. Decide the right table

Check which table your Record Producer is creating records in (likely a custom table or sc_request/sc_req_item).

2. Create proper ACLs

• Go to System Security > Access Control (ACL).

• Add write and update ACLs for the table and for each field that should be editable.

• Instead of snc_internal, tie them to a role that your non-ITIL users have (e.g., employee, x_custom_role, or create a new one like tqr_user).

Example:

• Table: your_table_name → Write ACL → Requires role: tqr_user.

• Table: your_table_name.field_x → Write ACL → Requires role: tqr_user.

3. Assign the role

Give the role (tqr_user) to your non-ITIL users who should be able to edit.

4. Test in the Service Portal

• Log in as the non-ITIL user.

• Open the submitted request in your Service Portal view.

• Fields should now be editable.

[MAK9666]

we have almost 5000 non ITIL users, we don't know which user is going access the portal view