Valid user receives 404 for access assessment assigned to them

[Yvan1]

I'm creating an asmt_assessment_instance record using createAssessments (asmt_metric_type sys_id, '', sys_user sys_id)

The assessment is created successfully, but when the user (or an admin impersonating them) attempts to access the URL, they get the 404 breakout page.

The assessment opens in the portal under the take_survey ui page, we've confirmed they should have access to that ui page via the user criteria and that.

We're not entirely certain what the disconnect is

[Swamy Malluri]

Hi @Yvan1 ,

Please check below KB articles for 404 error page.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0855288

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0965128

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0822534

Also check user cryteria assigned to  pages and ensure user is satisfying those.

Please select Accept/Answer button if my answer addresses your query.

Regards,

Swamy

[Yvan1]

This doesn't seem to be a routing issue, perhaps a user criteria issue?

take_survey has three User Criteria on it:

1. one for users with the snc_internal role
   • only role listed is snc_internal
2. one for users with the sn_customerservice.customer role 
   • only role listed is sn_customerservice.customer

A new test with an snc_internal roled user with an assigned survey shows that they can access the page, and I can impersonate them and access as them

A user that passed sn_customerservice.customer role user criteria and has snc_external, fails during impersonation with the 404 error code

Have confirmed the URLs match (minus the instance_id of the assessment/survey)