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]

No, we did not pursue it since our Service Portal was customized with a 3rd party vendor.  But based on what you said, it sounds like something changed at the ServiceNow level with this upgrade that might affect it, regardless of whether you are using out-of-the-box or a customized Service Portal.

Our manager did not want to pursue it with our third party vendor, since we no longer are working with them and are going to be implementing the out-of-the-box Employee Service  Center in the very near future.  He thinks we will just need to educate our users in the meantime.

I would still like to know what changed.  If you find anything out, please post back and let us know!

Thanks

[Matt Orenstein]

I am also experiencing this issue with the portal widget.  We have customized it but just size and text, nothing of substance in terms of client controller or script.  I've also tried putting the OOB search feature into the portal and it also does not return results for non-admins.