user are unable to global search and approve via service portal

[CarolMa6]

Hi, 

I have users with the business stakeholder role who are unable to global search at all error no records found. 

additionally, they cannot approve any requests via the service portal however itil users can global search an approve. 

Steps taken to resolve this 

1. Add the stakeholder role to the glide.ui.can_searc system protery 

2. Text Search Groups

3.sys_search_context_config.list, click on the "Now Experience Search Configuration" then add the "business_stakeholder" role to the tables you want the search enabled

4. Search Source

5. Added the business stakeholder role to the read incident acl 

however, no luck users with the business stakeholder role can't global search or approve requests

Regards, 

CarolMa

[vaishali231]

hey @CarolMa6 

The business_stakeholder role by itself is quite limited. Even if you configure search sources and properties, users won’t see results unless they actually have access to the data.
A couple of things to check:
Make sure the tables are text indexed (otherwise search won’t return anything)
Verify read ACLs on both table and important fields (like number, short_description)
Most importantly, try adding the snc_internal role to the user and test again
In many cases, search simply doesn’t return results without that base internal role.

Approvals (Portal)
This is a separate issue.
Users won’t be able to approve unless they have access to the approval records.
Check the following:
Add role: approver_user
Confirm they have access to sysapproval_approver
Make sure the user is actually listed as the approver and the state is Requested
Also worth checking if the issue is only in Portal — sometimes widgets have additional role checks.

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Regards
Vaishali Singh

[vaishali231]

hey @CarolMa6 

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread . This will help other readers find the solution more easily.

Regards,
Vaishali Singh