Reference field values not available for snc_external user

[kristenmkar]

Good afternoon! 

I was able to configure a requirement to allow snc_external users to update a select few amount of profile fields within our service portal. The only field ACLs I have not been able to figure out is the cmn_department reference field within user - I have added read rights to the overall dept table for snc_external and also added write and read rights for the reference field within sys_user (even tried a "create" acl). I also added a read acl to core.company since dept utilizes the company table in the advanced qualifier. The field displays fine within the portal but when the users click the drop-down, there are no values or data. 

What am I missing? Is it due to department being a tree picker qualifier to company or something along those lines? I cannot figure out what acl I am missing to expose those values to snc_external. 

Any suggestions are appreciated! 
Thanks again (as always!)

[shantanu_patel8]

Hi @kristenmkar ,

You can follow these steps:

1. Try updating the same fields through the same user in native UI. This will help you rule out if the issue is portal relative or overall platform related.

2. Next when you are using the native UI you can run the "Debug security rules" so that you can know which ACL is causing the issue. I feel that your guts is correct here and the issue could either be ACL or query business rule which is preventing the records to be read.

Refer to : https://developer.servicenow.com/dev.do#!/learn/learning-plans/xanadu/new_to_servicenow/app_store_le... 

3. Check for query business rule in the table. 

I think the above steps can help you determine the root cause.

Please mark the answer helpful and correct if it resolves the issue. Happy scripting 

-Shantanu

[kristenmkar]

This was very helpful, thank you! Within the native UI for this user, I can see that the values for the department ARE appearing, so it looks like the ACLs I created are actually working - just not in the Portal view.  I am not seeing any query business rules, but maybe I am not looking in the correct place? I checked the user table, department table, query rules module... 

Also thanks for the guidance for the Debugging! I have already been doing this, but I always run into problems doing it with in other roles due to it telling me that "I'm not authorized to use the debugger." But using it for separate fields is helpful, didn't realize I could do that! 

[Ankur Bawiskar]

@kristenmkar 

snc_external comes into picture in CSM. why are you allowing them to update contacts?

If this is for CSM then there are specific CSM roles to handle this process

Things to check

1) is there any query business rule?

2) did you check any field level READ ACL for name field on both the tables is blocking? add snc_external role to that

3) are they able to see the data in native using table.LIST

4) Did you debug using access analyzer? you will know which ACL is blocking

Everything about Access Analyzer 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@kristenmkar 

Thank you for marking my response as helpful.

If my response helped please mark it correct and close the thread so that it benefits future readers.