Reference field icon - Issue with reference field in catalog item in Service portal

dilini · ‎08-22-2018

I have a problem on reference field in service portal catalog items. In the catalog item, supervisor is a reference field that is auto populated depending on requester. Also it is not a read only field. On service portal, when user click the Reference field icon, most of information shows (unnecessary information to user) and pop up fields look like editable.

Mark Stanger · ‎08-22-2018

Okay, so the 'Read' one is the one you're concerned with (assuming you don't want certain users to even see the field). The 'Write' one would obviously prevent access to edit the field.

Assuming your own user account has the 'security_admin' role, you should be able to edit these ACLs. You'll need to click your user name in the ServiceNow header and select 'Elevate roles' to temporarily grant yourself access to the 'security_admin' role. Then you can simply add a role to your ACL (maybe 'itil' or 'admin') to require users to have a certain role. Doing this for the 'sys_user.title' read ACL should remove that field from the view for users without the role you indicated.

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Mark Stanger · ‎08-22-2018

You have 2 options...

1) Customize the fields available in the reference popup. This will be a global change for all users of the system whenever that table is used with a reference field.

https://docs.servicenow.com/administer/field_administration/task/t_FieldsDisplayed.html

2) Adjust the field read ACLs for the fields in the referenced table. If the user really does not need to see those field values, they should be secured via ACLs. The advantage to this is that you can then have popups that show different information to different roles based on their security.

dilini · ‎08-22-2018

1) Yes I don't like to use 1st option because, it is a global change. But, I used 1st option and it didn't work for me. May be some other ACL interrupting?

Mark Stanger · ‎08-22-2018

We'll have to take it field by field. Can you paste a screenshot of the 'sys_user.title' read ACL in your system? If there's more than one I'll need to see both.

dilini · ‎08-22-2018

There are 2 ACL for 'sys_user.title'. One is for read the other one is for write.

Read

write