Why won't my related lists display for non-admin users?

dclayne · ‎01-20-2017

As an admin, while in the form of a custom application, I selected the Additional --> Configure --> Related Lists option and added the appropriate selection to the form (e.g. the child table has a reference field that obtains its value from the table I'm adding the related list to). This related list displays wonderfully for admins, but not for non-admins.

Here is a screen capture of the form when an admin views it...notice the tabbed region beneath the UI Actions and the hierarchical related lists:

Here is a screen capture of the same form and same data when a non-admin views it...notice there are no related lists beneath the UI Actions:

When I modify the form design and make the Related Lists part of the Form Layout (e.g. as Embedded Lists), the data displays with the only issue being that it looks ugly:

The Related List display issue occurs in domain-separated and non-domain - separated environments. It occurs regardless of the user's domain (e.g. an admin in all the different domains can see the related lists, but a non-admin in any of the domains, including global, cannot.)

So, this leads me to the following questions: are defined Related Lists only available for admins; or, am I missing some table attribute, ACL rule, or system role that would allow my non-admin to see the related lists? I really don't want to use form-embedded lists. Based on the type of data entry that's required, related lists would be much better for the user experience.

dclayne · ‎01-25-2017

I figured it out! In table sys_security_acl, there's an out-of-the-box ServiceNow ACL named sys_ui_related_list for read functionality, globally scoped, which makes it so that you must have the admin or form_admin role in order to view related lists within a form. I created a new ACL associated with application, also named sys_ui_related_list, with read functionality, and assigned the application's guest and admin roles to that new application-specific ACL. Now, when I view the forms as a non-admin, I'm able to see the related lists.

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dclayne · ‎01-24-2017

I'm able to see the related lists of an application with global scope just fine. My application does not have global scope. Maybe that has something to do with why the related lists are invisible to non-admins? How can I display the related lists for non-admins in a non-global scoped application.

Pradeep Sharma · ‎01-24-2017

Hello David,

Does the form have multiple views?

dclayne · ‎01-24-2017

Hi Pradeep,

Thanks so much for your assistance. There is only a Default view for the form. (In trying to troubleshoot, I actually created a new view with roles added for viewing--and even went so far as to create a view rule to ensure that the new view with the correct roles would be the default. After all of that, the related lists still did not display for the non-admin user.) In the meantime, I've also determined the issue isn't universal--my non-admin user can see the related lists within a custom global scoped application, but not within my non-global scoped application. At this point, I'm trying to figure out what within ServiceNow controls the displaying of related lists. I've even tried to debug the ACLs but I didn't see any issues regarding those ACLs. At this point, it seems like it's either related to a particular role that is granted automatically to admins or something to do with the custom scope of my application.

Pradeep Sharma · ‎01-24-2017

Thanks David for the update. By any chance can you try to reproduce this on your personal dev instance so that I can take a look.