'Matches Not Found' Message when looking up 'Service Offering' from (cmdb_ci_service) Table via SP

[WazzaJC]

'Matches Not Found' Message when looking up 'Service Offerings' from (cmdb_ci_service) Table - via Service Portal search

Hi Team - I'd really appreciate any help/guidance/any ideas on a solution to fix this issue we are seeing.

When accessing a Record Producer Catalog Item ('Test Report an Issue' item in our case), via the Service Portal view only, when the dropdown field for 'Service Offering' is selected, which references the standard cmdb_ci_service table, we are seeing the Message 'Matches Not Found' - as per my attached screenshot.

This is not occuring in the Core UI (when accessing the Catalog Item via 'Maintain Items' and then using 'Try It').

Also to note - this is not the case when an Admin User tries this, only when all other User types try this on the Service Portal. If an Admin user tries this, it works and the list of Service Offerings is displayed (see screenshot attached) but this is not the case for non-Admin Users.

Is this something to do with an ACL or something else we need to check on the cmdb_ci_service table or where else would we check to solve for this issue?

Thanks very much for any advice. Kind Regards.

[sushantmalsure · Accepted solution]

Looks like a read level access ACL related.

Check the read ACL present on referenced table of variable 'cmdb_ci_service ' and check if user with whom you are testing has it.

If user doesnt have related role, user will not be able to see records from that table, and I believe thats what happening.

You have 2 options:

1. either grant user a role as per what you have in read ACL

or

2. update the ACL's roles / script /conditions to make it available for user who is testing it.

[sushantmalsure · Accepted solution]

Looks like a read level access ACL related.

Check the read ACL present on referenced table of variable 'cmdb_ci_service ' and check if user with whom you are testing has it.

If user doesnt have related role, user will not be able to see records from that table, and I believe thats what happening.

You have 2 options:

1. either grant user a role as per what you have in read ACL

or

2. update the ACL's roles / script /conditions to make it available for user who is testing it.

[sushantmalsure · Accepted solution]

If there are no ACL present for table 'cmdb_ci_service' then parent tables 'cmdb_ci' ACLs will be evaluated.

When I look at OOB ACLs present on 'cmdb_ci', one of the read level ACL has restriction at role= serivce_viewer.

You can quickly check this by granting 'serivce_viewer' role to user with whom you are testing and see if it works.

[WazzaJC]

Excellent ! Thanks very much Sushant, this was exactly the issue and looking at it further we have now solved this, many thanks to your quick reply and guidance kind sir, much appreciated 🙂

[sushantmalsure]

Glad I was helpful and you were able to handle it as per your need 🙂

Happy Learning!