Service Portal Search Stops Work for Non-Admins in Zurich

[jmiskey]

We are in the progress of upgrading from Xanadu to Zurich.  We promoted our DEV and TST instances to Zurich, and one thing we have noticed is that the Search functionality on the Service Portal no longer seems to work.  It was reported to us by a user, and when we try it as an admin, it seems to work.  But if we impersonate a non-admin user, it does not seem to work.  We just get a message like this:

I am guessing that maybe they updated some ACLs or something, though I am not sure which ones.  I am not sure if the change was actually done in Yokohoma or Zurich (since we skipped Yokohoma).

Does anyone have any information on this, or what we need to do to re-enable the Search functionality to work for non-admins again, like it always used to in the past?

[jmiskey · Accepted solution]

Upon further review, it appears that the issue may be more related to the Custom Service Portal wire frames we had made for us by a 3rd party vendor.  We tried it on the out-of-the-box Service Portal in our PDI, and it did not exhibit that behavior.  So I don't think it is an issue with the ServiceNow release.  The release may have changed things (maybe some new ACLs or something like that), but it appears that it did not break the OOTB Service Portal, but instead broke our customized version of it.

Thanks for looking anyway!

[YummyAmericano · Accepted solution]

Try this method: @mleonard @jmiskey 

Create a new ACL with these values:

1. Type: Record
2. Operation: Read
3. Name: sp_search_source
   
   

Set Security Attribute Condition

1. Condition Type: Existing
2. Security Attribute: UserIsAuthenticated
3. Leave Roles Empty: Do not add any roles. The security attribute will handle access.
4. Leave Script Empty: You don’t need a script if you're using the security attribute.

Save the ACL

Disable the Old ACL

1. Find the original READ ACL on sp_search_source.
2. Set Active = false.

Test the Change

1. Impersonate a non-admin user.
2. Run a search in the Service Portal.
3. Confirm that results appear.

Hit 👍 if this solution is helpful! 😉

[jmiskey]

Awesome!

This works perfectly!  Thank you so much!