Hi Team,
We are facing an issue with a Platform Analytics dashboard in ServiceNow.
Scenario
- The dashboard data source is Requested Item [sc_req_item].
- Users can successfully access and view all RITM records related to SOC Change Request from the Requested Item list.
- A custom role (soc_change_request_viewer) has been created and assigned to the required groups.
- ACLs were reviewed, and the Query Business Rule controlling RITM visibility was updated accordingly.
Issue
Although users can view the underlying RITM records, the Platform Analytics dashboard widgets display "Access Restricted" and do not show any data.
Administrators can view the dashboard data without any issue.
Validation Performed
- Users can access the dashboard.
- Users can view the underlying sc_req_item records.
- The following roles have been tested:
- report_user
- pa_viewer
- sn_request_read
- sn_request_approver_read
- soc_change_request_viewer (custom role)
- ACLs have been reviewed.
- Dashboard sharing and visualization sharing have been verified.
- Access Analyzer previously identified a Query Business Rule restricting access. After updating the Query Business Rule, users can now view the relevant RITMs, but the dashboard widgets still show "Access Restricted" and no data is displayed.
Request
Has anyone encountered a similar issue where users can access the source records but Platform Analytics widgets still display "Access Restricted"?
Are there any additional Platform Analytics permissions, data collection configurations, indicator source permissions, or widget-specific access controls that should be reviewed?
Any guidance would be appreciated.
Thank you.
#ITSM #ServiceNow #dashboard #ACL
