Project Workspace keeps on loading

[Samskrithi Jain]

I have one user who was able to access project workspace before but now the Project Workspace is loading continuously. When using the filter on my account (Project manager / Implementation lead > is > user name) I can see the results, but when the same is done while impersonating the user, the data does not load and it waits endlessly to complete. User has all the project management related access rights.

When we impersonated the user and inspected the project workspace page, in console we can see one error:

GET https://instance.service-now.com/api/now/project_details/getEntityCards?sysparm_class_name=pm_projec... 500 (Internal Server Error)

Any suggestions on what might be causing this?

[Saurav11]

Hello,

Cause
If the glide.security.use.explicit_roles System Property is set to FALSE, this issue will occur.

Having this system property set to false prevents users from getting the snc_internal role automatically which is required for some Scripted REST APIs such as impersonation and loading Project Workspace.

Resolution
1. If you can, set the glide.security.use.explicit_roles system property to 'true'. This allows users access to Project Workspace and Scripted REST APIs in general.

2. If you cannot do the above, manually provide any affected user with the snc_internal role

Found this on official Servicenow site:- KB0957857

Please mark answer correct/helpful based on Impact

[Samskrithi Jain]

In our instance we don't have this glide.security.use.explicit_roles system property. Also there is no snc_internal role present in the role table so we can't provide this role to that user.

[Saurav11]

Can you create the property and role manually and see if it solves the issue and then you can delete it. OOB all instance do have snc_internal not sure about your instance

[Samskrithi Jain]

Issue got resolved. There is one ACL which was preventing the user to see project workspace details. I have removed that role and now the user is able to see all the projects in Project workspace.

Thanks for your suggestion.