Incident Not Displaying Correctly After Submitting Through Record Producer

[saikumar2612]

Hi Everyone,

I'm facing an issue after migrating a record producer from my development instance to production. The record producer is supposed to create an incident. The incident is being created successfully, but when I try to view the incident after submission, I'm getting the following error message:

"Sorry, either the data doesn't exist or you don't have access."

Here are the steps I followed:

1. Exported the XML of the record producer from my development instance.
2. Imported and retrieved it in the production instance.
3. Created an incident through the record producer.

Despite the incident being created, I'm unable to see the details when navigating to it. Could this be related to ACLs, or is there something else I need to check?

Any guidance on how to resolve this issue would be greatly appreciated!

Additional Info:

• Both instances are on the same version of ServiceNow.
• There are no apparent errors in the logs.

Thanks in advance!

 

[Aranya]

Hi @saikumar2612 ,

Looks like you do not have read access to view the incident record in production. Kindly check the existing ACLs on the incident table and modify them as per your needs. Usually the incident table has read access given to the itil role and the requester. 
Thanks!
Please mark as Helpful and if this worked for you kindly mark this reply as the Solution!

[Mark Manders]

Did you move the record producer via XML, or did you use an update set? You run the risk of missing parts if you just export a record, instead of doing it as ServiceNow intended.

Next to that: yes, this could be due to ACLs or Query Business Rules. Can you see the incident in the backend with this user? Use the Debug Security from your navigator to check on any ACLs that may be in the way.