Resolver Task Creation Fails in Production with GlideEntitlementAPI Cross-Scope Access Error

[swapnali ombale]

I'm facing an issue in Production with a Resolver Task Creation flow that uses Predictive Intelligence for Flow Designer.

The functionality works successfully in Dev, Test, and Beta, but fails only in Production.

When the Resolver Task button is clicked, the flow errors with:

The actual error is:

"Execute operation on script include 'GlideEntitlementAPI' from scope 'Predictive Intelligence for Flow Designer' for Flow Designer was denied. The application 'Predictive Intelligence for Flow Designer' must declare a cross scope access privilege."

The application 'Predictive Intelligence for Flow Designer'

must declare a cross scope access privilege.

Observations:

• Predictive Intelligence plugins are installed.
• Same flow and configuration work in lower environments.
• Resolver Task button is visible and the flow triggers.
• Failure occurs when the Predictive Intelligence action is executed.
• No custom changes were made to the OOTB Predictive Intelligence action.

Has anyone encountered this issue in Production?

Specifically:

1. Are there any additional cross-scope privileges that must be approved manually in Production?
2. Is there a known dependency between Predictive Intelligence for Flow Designer and GlideEntitlementAPI?
3. Are there any ACL, Restricted Caller Access, or plugin activation differences that should be checked?
4. Why would the same configuration work in Dev/Test/Beta but fail only in Production?

Any guidance would be greatly appreciated.

Thanks!

[Tanushree Maiti]

Hi @swapnali ombale 

Based on the error message, this appears to be a cross-scope access privilege error.

Could you please verify whether you are in the correct scope in the Production environment?

If the scope is correct, you may need to configure the Restricted Caller Access privilege to resolve the issue.

Restricted caller access privilege settings 

KB0690133 How to grant cross-scope access to an application or module 

How to fix the red popup "... must declare a cross scope access privilege" errors

[swapnali ombale]

Hi @Tanushree Maiti  thank you for your response but the thing is I am in correct scope n all  of If i  need to create across scope record to fix this I need proper justification because without this workaround in lower environment it is working in lower environment that they ask why it is not working in production it should work in production as well. I don't have proper justification.

[Tanushree Maiti]

Hi @swapnali ombale 

This is quite unusual.

I would suggest double-checking whether any Application Cross-Scope Access records have been created in the non-production environment, even though the functionality is working fine there.

If the issue persists, you may consider raising a case with ServiceNow Support for further assistance to check discrepancies in production.