User cannot see field on Portal, even though I can when I impersonate

[Russell Abbott]

We have a field in the Standard Ticket Header that is showing when I impersonate a user, but it is NOT showing when that same user tries to see it. What might cause this discrepancy?

Below: Me impersonating an end user, can see the 'Sensitive Data' field

Below: The end user I'm impersonating, now trying to see the same

[Palak Gupta]

Hi,

Can you tell table name which is being used or is it a Catalog Item variable?

Regards,

Palak

[Russell Abbott]

It's on the Task table

the field is being displayed on the Incident form

[rishabh31]

Hi @Russell Abbott 

Could you please share how you get this resolved as we are also facing a similar issue. Will mark your response correct if works for me as well.

Thanks

[Russell Abbott]

We never did get this resolved. ServiceNow stated that to allow encrypted fields to show in the Portal was a custom action and not something that they supported. They directed us to a 3rd party plugin that have their own encryption plugin that might allow this, we had a meeting with them but decided not to pursue it further.

[laura-eastbourn]

Hi!

I am having the same issue. Did you ever resolve this problem?

A user wasn't able to edit a field, because there was an ACL blocking her. I granted her the necessary role, and when I impersonate her, she can edit that field. However, when the user herself tries, she is still restricted access. I don't understand what the issue is. Any info would be appreciated!