User Profile WIdget Not Consistent Across Users

[syed_but_not]

I've ran into an issue where the user profile widget for the service portal loads differently based on the user, some users get have fields like title and department missing even though those fields are populated for the user in the system. When I give users with missing fields 'admin' role, their profile loads normally. Does anyone know what this might be? I can't find anything in the code that would explain this behavior

[Swarup Patra]

This issue might be related to the access control rules (ACLs) in ServiceNow. The fields that are not showing up for some users might be restricted by ACLs. When you give 'admin' role to a user, they bypass all ACLs, which is why the profile loads normally.

Here are the steps to troubleshoot and resolve this issue:

1. Check the ACLs for the user table and the specific fields that are not showing up. You can do this by navigating to System Security > Access Control (ACL).

2. Look for any ACLs that are restricting read access to the fields for certain roles.

3. If you find any such ACLs, you can modify them to include the roles of the users who are facing the issue. Alternatively, you can create new ACLs to grant read access to the fields for the required roles.

4. After modifying or creating the ACLs, make sure to update the user roles accordingly.

5. Test the changes by logging in as a user who was previously facing the issue. The fields should now load correctly in the user profile widget.

Remember, it's important to be careful when modifying ACLs, as they control access to data across your ServiceNow instance. Always test changes in a sub-production instance before applying them to your production instance.

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[syed_but_not]

Hi Swarup, thank you for this reply, I also assumed that it was because of access issues but one reason I think it may not be that is that in agent view, agents are able to see all the fields that don't show up in portal, and if it was an ACL issue they wouldn't be able to see them that as far as I know

[Saul6 · Accepted solution]

The widget uses:

$sp.getForm

to get variable information. If your instance has an ESS view (self-service view) on the table being used, it will only be able to retrieve information that is displayed on the ESS view. Solution would be to add Job title (in this case) to the ESS view. 

Please mark this as correct if it helped.