Service Portal - Requested record not found for non roled users.

[Kristoffer Mon1]

Hi everyone,

I could use your expertise on this issue that I am having.

What I have done so far:

1. I extended the "Task" table and created a "u_course_enrollment_assistance" task table.
2. Setup a record producer for the "u_course_enrollment_assistance" table.

Non roled users can fill out the form, but when then click on the auto generate message link to view the ticket, the "Ticket Form" page in the Service Portal, displays Requested record not found.

For example: https://<instance>.service-now.com/esp/?id=ticket&table=u_course_enrollment_assistance&sys_id=e1aac8c54fe67200e67c76601310c7ac

I do not experience this issue as an admin.

What I am hoping I won't have to do is give non-roled users (about 250k users) a role, thus increasing our cost.

[Ujjawal Vishnoi]

Hi Kristoffer,

User must have either of the role snc_external or snc_internal.

Provide the role and then try. Also you can refer to below link.

https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/administer/contextual-security/...

Hope this helps.

Regards

Ujjawal

[Kristoffer Mon1 · Accepted solution]

Thank you Ujjawal for responding.

Since my instance is still on Helsinki, I was not able to find the roles "snc_external" and "snc_internal".

What ultimately solved my problem was modifying the access control for "read", for that table, and adding logic that checked if the current user is listed on a specific field.

Your link was very helpful in that it led me to investigate ACLs, which up until now, I have yet to touch.   I'm still a newbie admin/developer. 😃

[Ujjawal Vishnoi]

Hi Kristoffer,

Please mark correct if above explanation helped you resolve the issue. So that this thread can be marked as answered and can be helpful for others having similar issue.

Regards

Ujjawal

[Miguel Santiago]

Hello,

Try checking the "My Requests Filter".  It may need to be configured so that your table appears for users.

Service Catalog>Catalog Administration>My Request Filter

See the below documentation on how to set this up:

https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service-catalog-manage...

Also, You might need to set up another read ACL where “requested_by” or "created_by" or "opened by" | “is (dynamic)” “me” - depending on how your field is defined.

You also may need to create separate rules for different fields you want the user to have access to (so they can’t see work notes etc..) for example.

In doing this, you might need to set up additional ACL’s for the fulfiller too - to make sure they can see the fields.

I recommend going through the “Securing Applications” course in the ServiceNow Developer site as going through this will probably help you 😊.

https://developer.servicenow.com/dev.do#!/learn/courses/newyork/app_store_learnv2_securingapps_newyo...

Let me know if you have any other questions!

Good luck!

Please mark correct if above explanation helped you resolve the issue. So that this thread can be marked as answered and can be helpful for others having similar issue.