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

[Poh Shen]

Hi Laura,

Good day to you, please try to get the user logout from ServiceNow platform and try again. In order to apply the latest role that you had granted to her.

Hope the information help.

Thanks.

Best Regard,

Poh Shen

[Russell Abbott]

I did not resolve this. I think the main issue for me was that the field is encrypted so there are extra properties being applied here. If your user is looking at an encrypted field, you'll have the same issue. If it isn't encrypted then from your description she should be able to see it.

You could change her password in TEST, sign in locally as her, to continue your testing as her without having to go back and forth and wait for the customer/inconvenience them.

Russ