User unable to move card to next lane in vtb. Getting "an unknown error has occurred".

[Vishal Pallikon]

A user is not able to move cards from one lane to another. When the user is attempting to move it, "an unknown error has occurred" error message is being thrown in the expanded card record and the card is not moving. But as a developer, having admin role I'm able to move the cards. But why are users not able to do so?

While impersonating the user I'm able to manually change and update the particular lane field choice by going into the records on the table. But not able to do the same through the vtb.

Where do I start? How can I investigate and debug this? "an unknown error has occurred" is just not telling enough about the problem.

It would be greatly appreciated if someone can provide some clues in getting started with debugging this error and fix the problem. TIA.

[Oliver Stammler]

Hey Vishal,
without debuging it is a bit hard to find an answer to this question but maybe to things you could check:

1. List_edit ACL
   As you can see in this ServiceNow support article there was a problem with these, so that ACL prevented the list edit. 
2. Read only state field
   So you said you can update the record but can you also update the state field? This ServiceNow support article pointed out that the state field cannot be read only 

Could you maybe check the instance logs for any detailed error messages? Maybe it is then easier to debug this issue together.

If i was able to help you or even better to solve your query then please mark my comment Helpful and/or Correct.

Thanks and best regards

Oli

[Vishal Pallikon]

Hey Oliver,

thank you very much for responding.

This vtb is on a custom application that extends the task table and some of its fields including "state" field.

Interestingly, the "state" field is editable for me but when impersonating the user it is read-only.

But that is how it is supposed to be. The "state" choice field should be read-only, should change depending on the change the user makes to another choice field, and not be directly editable as per design.

Also I've attached the error message system log that is generated when I try to move a card impersonating that user in question. But nothing is logged when I try to do it as an admin because the card moves without problem.

[Oliver Stammler]

Hey Vishal,
to be honest - this is very strange and I did not face this error before. 
I googled a little bit and can't find a good solution.

So from my point of view the following three scenarios could be possible:

1. Since it is a scoped application topic - are you really sure that your custom application has all the cross-scope priviledges it needs?
2. Could you try to make the state field editable for the user - just for testing purposes if this is causing the error.
3. Since I found a couple of known error articles in this context and also a couple of community threads where even ServiceNow employees had no idea what this is causing I would assume that you have to raise a support ticket for this case, so that a ServiceNow engineer can have a deeper lock into this..

If you are going to raise a ticket, feel free to update this thread with the solution. To be honest I am really interessted in the cause of this error message. 

If i was able to help you or even better to solve your query then please mark my comment (or both :)) Helpful.

Thanks and best regards

Oli

[Vishal Pallikon]

Sure Oliver,

Will check the cross-scope privileges and test with the state field being editable for the user and see what I will find and update you.

With kind regards

Vishal