User doesn't see data in the exported spreadsheet

[Ravish Shetty]

Hi,

A user with itil role is trying to export data from the report. They can see the data in the report but when they open the spreadsheet they are not able to see it. This doesnt happen to all the columns. The field level ACL's have many 'requires role' and itil is one of them. I impersonated with the user and opened the record and i am able to see the field so doesn't look like a problem with the read acl.

[coryseering]

Hi Ravio,

Yes, the problem I linked is about the exported report in Excel format not showing data in dot-walked fields. It seems like you are experiencing this (the data shows up in the report. Export the report to Excel, the data isn't there, if a non-admin user did the export).

[Ravish Shetty · Accepted solution]

Hi Cory,

I checked with the SN support and it seemed the problem was something else.

There was a read access control on the cmdb_ci table.

I removed the admin role from the 'requires role' tab and it worked.

Now it is strange why this ACL previously gave us inconsistent result as we were able to see the data on the report but not on the spreadsheeet.

[coryseering]

Ha ravio,

Glad you got it sorted out. However, I'm troubled by the solution. You had a field-level ACL that required Admin to view data in any field in cmdb_ci. Non-admins could read that data, by running reports.

If there wasn't an ACL that granted non-admins read access to fields then you have a more serious issue- ACLs not applying correctly. With the rule as it was previously, for non-admin users to read data from cmdb_ci fields would have been prohibited- unless there was another rule granting them access, or there is a security bug. Hopefully it's the former, and not the latter- but you should check to make sure.

If there was an ACL granting non-admin users field-level read access, then we're back to "the excel exporter doesn't apply ACLs the same way the platform does". If removing that role requirement solves it, that's a great work-around- it's essentially making the excel exporter act more like the platform is already acting.

Thanks,

Cory

[Ravish Shetty]

support has advised us that as per the diagram in the wiki article below, the child level ACL takes precedence and we had ACL on the field for the operating system field. operating system is on the computer table.

Using Access Control Rules - ServiceNow Wiki

[Ravish Shetty]

this issue has been linked to PRB600149 (fields from child tables displayed in a report are not displayed when exported to excel)