tickets raised on behalf of users with ITlL/no roles are not able to see the tickets in portal

[rahamathullahmr]

Experts,

Tickets raised on behalf of users with ITlL/ no roles are not able to see the tickets in portal . Have anyone come across such a situation.

[Gaurav Bajaj]

HI,

Please check the read ACL for incident table is in place or not?

Please mark correct/helpful based on the impact of the response.

Thanks

Gaurav

[dvp]

You need to update the filters in the portal side

If you are unable to find tickets in the header menu

Navigate to Service Portal > Menu > SP Header menu

In the menu item select requests and update the filters as needed.

[Bhavin Jain1]

Hi,

This works for ITIL users but   users with no roles are not able to see tickets if raised on behalf of them.

Eg: An admin raises a ticket on behalf of end user, but end user is not able to see ticket which was raised for him. Similarly vice versa workds correctly,If end user raises for admin, the admin can see in his queue.

The issue is on portal (My open Incidents and request on Header menu) as well on platform level (Self Service -> Incidents) list view  

As Gaurav mentioned , we tried giving access to ACL but that also didn't helped.

Any pointers on this.

Regards,

Bhavin

[Gaurav Bajaj]

Hi,

When you are raising ticket on behalf of a user, i hope the username gets populated in the caller field.

If yes, then only ACL would help you.

Also, check for any before query business rule written on the incident table.( which might be restricting the users to see the tickets)

At last, enable security debugging and check the ACLs restricting the access to the record.

http://wiki.servicenow.com/index.php?title=Debugging_Tools_Best_Practices#Debug_Security_Rules&gsc.t...

Please mark correct/helpful based on the impact of the response.

Thanks

Gaurav