User cannot see the change ticket

Neetu3 · ‎04-18-2018

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

nayanawadhiya1 · ‎04-23-2018

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);
}

View solution in original post

Ashutosh Munot1 · ‎04-19-2018

HI,

Create a Read ACL on change table.

Give below script in script section of that ACL.

if(gs.getUserID() == current.additional_contact)

{

answer = true;

}

else

{

answer = false;

}

Make sure user has proper role to see modules.

Thanks,
Ashutosh

Neetu3 · ‎04-19-2018

After impersonation, when i try to search the same change request number for which he got an additional access he got below

its in French.. which means "No record found"

nayanawadhiya1 · ‎04-19-2018

There might be Business Rule which restricting the User to view the records if it is restricted by ACL then it shows Security Constraints Issue.

So check for Query Business Rule in Change Table

Neetu3 · ‎04-19-2018

How to identify which business rule involve in this.

There are 52 business rules written for the change table

Jaspal Singh · ‎04-19-2018

Look for a business rule that has when to run as Query & also you can debug if required.

Thanks,

Jaspal Singh

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