"You are either not authorized or record is not valid" - what is a reason?

[Kasia5]

Hi all,

It is no longer possible to set an incident via the portal.

User has all the permissions required to create tickets in the portal, 'Create Incident' button is also available, but if he clicks on it he gets the following error:

"You are either not authorized or record is not valid"

Any ideas what can be a reason?

Thanks in advance!

[Gunjan Kiratkar]

Hi @Kasia ,

It is because of the User Criteria setup for that.

Please check that and add that user to that as well.

Regards,

Gunjan

[Gunjan Kiratkar · Accepted solution]

Go through below points as well.

1) please check whether user has valid roles or not

2) Also check whether those users satisfy the user criteria applied for the record producer which is used to create the case

Also sharing few links for reference

Service portal error "You are either not authorized or record is not valid."

SC Catalog Item giving You are not authorized or record is not valid

Regards,

Gunjan

[Kasia5]

Thanks! I think I found a reason of this situation! 

[Community Alums]

Hi Kasia,

Check the "Hide on service portal" field on record producer to false and check the user criteria.

Mark Correct/Helpful, if applicable.

Thanks,

Sandeep