My Request filter configuration is not working for end user without any roles

Talya · ‎03-31-2023

Hi All,

We have a custom field Requested for created in incident table.

We want end users to see their incidents even if they are not the user in Caller /Opened by field.

I have configured 'My Request Filter' for incident portal as below:

Now incidents are displayed for 'Requested for' user in portal when they click on My Requests only for users who have ITIL role.

For end users (without any roles) incidents are not displayed even though the logged in user is in the 'Requested for' field of that incident.

What am I missing here!

kindly help!

Thanks,

Punit S · ‎03-31-2023

Based on the information you provided, it seems like end users who do not have any roles are unable to view incidents where they are listed as the "Requested for" user. This could be due to a few different reasons, such as a misconfiguration in the ServiceNow Portal or the user's access permissions.

Here are a few suggestions to help resolve the issue:

Check user permissions: Make sure that end users without any roles have the proper permissions to view incidents in the ServiceNow Portal. Check the user's access control list (ACL) to ensure that they have read access to the Incident table.
Check portal configuration: Verify that the ServiceNow Portal is configured to allow end users to view incidents where they are listed as the "Requested for" user. Check the portal settings and make sure that the "My Request Filter" is properly configured to display incidents based on the "Requested for" field.
Test with a different user: Try logging in as a different end user and see if they are able to view incidents where they are listed as the "Requested for" user. If they are able to view the incidents, then it may be an issue specific to the user's account.
Review your ServiceNow instance logs: If none of the above steps resolve the issue, try reviewing the ServiceNow instance logs to see if there are any errors or warnings that could indicate the root cause of the issue.

If the issue persists after trying these steps, you may want to reach out to the your designated ServiceNow Partner for further assistance.

Please mark my answer correct/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal.

Thanks,
Punit

Talya · ‎04-01-2023

Hi @Punit S ,

Thanks for your reply.

1. End users without any roles are able to see the incident in Service Portal if they are caller of the incident.

End users can even do the 'Resolve' incident action from Service Portal if they are in Caller field.

Issue is only if the end user in only 'Requested for' field and not the caller.

Same scenario works for ITIL users.

2. I have configuration the "My Request Filter" properly to display incidents based on the "Requested for" field. I have shared the screenshot in my original post.

3. I have tested with multiple end users account but no luck.

4. I checked the instance logs and I do not see any Errors/Warnings.

Please suggest if any other pointers.

Thanks,

Anusha