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

Hi Neetu,

 

Can you confirm what page user is directed when link is clicked. If it is homepage make sure user is logged in ServiceNow before clicking the link.

 

Thanks,

Jaspal Singh

 

Hit Helpful or Correct on the impact of response.

komalg
Mega Expert

Hi,

Please write ACLs which give both table and field level access to additional contact user.

CHG tickets are by default not visible to non-itil users.

Best,

Komal

Neetu3
Kilo Contributor

I am bit new on SNOW..

Can you please help me to write this ACL

Have you tried by impersonating that USER and search for any CHG Ticket?

Whether that user is able to see any CHG related Module or not.

If not then that user doesn't have access to see any CHG Ticket.

Hi Nayan

yes i have checked using impersonation.. User can access Change modules.

The issue even user has an additional contact, he should be able to see the change request, but he cannot