User cannot see the change ticket

Neetu3
Kilo Contributor

I got one ticket where user faced one problem that he cannot able to see the change ticket.

Even he is in additional contact.

I have checked from the access end..... its fine there.

Where i need to check so that he can able to see the ticket

 

find_real_file.png

 

1 ACCEPTED SOLUTION

Its not on the Change Task Table its on the Task Table.

 

Have you modified the BR like this - 

if (!gs.getUser().hasRoles() && gs.getSession().isInteractive()) { //Check if the user has no role and if the session is an actual user session
//If they DON'T have the 'itil' role then do the following...
var u = gs.getUserID(); //Get the sys_id value of the current user
var name = gs.getUserName(u);
var applis = getMyScopeAppli();
var q = current.addQuery('u_requester', u); //Modify the current query on the incident table so that if the user is listed in the 'u_requester' field they can see the record
q.addOrCondition('u_requested_for', u); //Also allow the user access if they are the Requested for

q.addOrCondition('u_additional_contact', "CONTAINS", u); //Also allow the user access if they are on Additional Contact
q.addOrCondition('cmdb_ci', 'IN', applis); //Also allow the user to view tickets on his application scope
gs.print('query restricted to user: ' + name);
}

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20 REPLIES 20

rammohanraomadd
Kilo Guru

Hi,

 

Please check the read ACL and Query Business Rule on Change/Task table.

 

Regards,

Ram M

Ashutosh Munot1
Kilo Patron
Kilo Patron

HI,

 

I need to understand exactly where he is not able to see this ticket. On list or once he click on ticket number he is not able to view fields.


Thanks,
Ashutosh Munot

Yes when he tried to click the link related to the change. 

 

Change Request CHG00000 details

when i click on the  change link it re directed me to the change ticket number. but in the user case it wont happen

HI,


Now go to Change Table  and see there is any BR before Query.

 

And i  have one more thing that wether it is redirecting to ServiceNow or not? It might be redirecting but you might now see the ticket right?

 

Thanks,
Ashutosh Munot