Record Producer in Custom Service Portal – “You are either not authorized or record is not valid"

[Mimi Edet]

Hi all,

I am trying to display a Record Producer on a custom Service Portal page using the SC Catalog Item widget.

However, the widget shows the message: “You are either not authorized or record is not valid.”

[Dr Atul G- LNG]

Please checks is any ACL issue or cross scoped blocking it.

[Mimi Edet]

Hi Atul,

Please can you share more insight to the particular ACL?

[Tanushree Maiti]

Hi @Mimi Edet 

As per KB0751522 

Probable Cause:

The page contains the "SC Catalog Item" widget without a catalog item sys_id in the URL parameters.

OR

There is a User Criteria applied to the Item you are trying to open which prevents the user from accessing it.

OR

A field on the record producer named "Hide on service portal" which will not allow the user to see the record producer in the Service Portal and users will see this same error.

 

Probable Resolution:

Remove the SC Catalog Item widget from the page if not needed. Make sure that a "&sys_id=" parameter is present in the URL with a value of a sys_id for a catalog item.

OR

Review User Criteria on the item to make sure they have the right access. The User Criteria Diagnostic module can be used for this.

OR

Check the "Hide on service portal" field on record producer to false. 

[Mimi Edet]

HI @Tanushree Maiti 

The "Hide on service portal" field on record producer to false as well as I have disable the Not Available for User Criteria record and created a Available User criteria to be public