Service Portal List Field shows “No matches found” only in UAT (works in DEV/QA, ACLs OK)

[pafasnowdev]

Hi All,

I’m facing a strange issue with a List field in Service Portal and looking for insights if anyone has seen this before.

Scenario

• The list field points to a custom table "Reports"

• Reference qual: reportIdISNOTEMPTY

• Field works correctly for admin

• For users with snc_internal role, Portal shows “No matches found”

• Same user and role works fine in DEV and QA

• Issue happens only in UAT

What I have already verified

• Table ACLs:

  • read, read.*, qyery_range,query_range.*→ all present

  • ACL Debugger shows all ACLs passing in UAT

• No Before Query Business Rules

• No scripted reference qualifiers

• Display field:

  • Indexed

  • Read ACL exists

• DB indexes exist on the table

• Cache cleared (cache.do)

• Same configuration compared across DEV / QA / UAT → All have same table and ACLs

At this point, this looks like an instance-specific behavior in UAT.

Has anyone faced a similar UAT-only Portal list field issue where configs were identical but lookup failed only in one instance?

[Ankur Bawiskar · Accepted solution]

@pafasnowdev 

Did you ensure query_match ACL on that reportId field has snc_internal role in it?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[pafasnowdev]

@Ankur Bawiskar I tried above suggestion,  I tried query_match.*, query_match.report_id ACLs still no luck, wierd thing is this happening only in UAT, QA and Dev works fine.