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

pafasnowdev
Tera Contributor

‎01-30-2026 09:26 PM

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?

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5 REPLIES 5

pafasnowdev
Tera Contributor
In response to EricG5776505613

Sunday

@EricG5776505613 the issue is with data, In UAT the table doesn't have any data in display field. we thought it was some ACL issue but it was data issue.