Policy Exception table List view is not showing all the exception records

[Kiran Maruthi]

Hi All, We have come across a strange issue. That some users  when they open policy exception table they are not able to see all the records in list view even the count of records is showing correct. however when they try to open the "task" table they are able to see all the records correctly.

Note: I have verified ACL's, they are perfectly granting access. also verify query business rule and it is working fine.

Pls suggest what else we can do to identify the root cause.

Thanks in advance.  

[Ankur Bawiskar]

@Kiran Maruthi 

when policy exception table is opened -> how many records?

when task table opened -> how many records for this policy exception table?

how is the behavior for admin?

[Tanushree Maiti]

Hi @Kiran Maruthi 

Although you mentioned that the BRs and ACLs have already been checked, I would suggest reviewing the following areas:

• Verify both the table-level and field-level Read ACLs on the Policy Exception table. If required, use the ServiceNow Access Analyzer or Debug Security Rules module. Impersonate an affected user, enable security debugging, and access the list view to determine exactly which ACL is preventing access.
• Review any active Business Rules on the Policy Exception table to ensure they are not unintentionally restricting or filtering records for the impacted users.
• Since Policy Exception records often extend the Task table, confirm whether visibility is dependent on standard roles such as itil or task_user. If users can access task-related policy exceptions but not custom Policy Exception fields, there may be missing role assignments or field-level access restrictions.

•  

[Kiran Maruthi]

Hi @Tanushree Maiti  Thanks for the suggestions. We have verified all the above suggested areas and everything is normal.

@Ankur Bawiskar  pls find the below information for above asked questions:

Just giving example numbers to make you understand the situation.

Let's say we i have applied some filter on Policy exception table then I'm suppose to have 20 PE's.

Now when the effected person open the Policy exception table: he will see total count of records as 20 at the bottom, but in list it will actually display only one record.

Then he Opened the Task table with the same filter of records: then He will total count of records as 20 at the bottom of the page along with 20 records showing in the list.

[Ankur Bawiskar]

@Kiran Maruthi 

I think there is a Table.None READ ACL on Policy exception table which is restricting and there is no query BR on policy exception table and hence the records are scattered across different pages

But I think that's not the case with task table

Did you check with admin? what's the behavior?