End User to be able to search for any Incident number and Customer Visible Notes

[sathwiksnc]

Hi,

I got a requirement where in customer needs an End User in ServiceNow to be able to search for any Incident number and Customer Visible Notes through AI Search or in the Service Portal.

By default if the End User is added to the Incident Form's Affected User field, then he will be able to view the Incident but we need to achieve this even without adding him as Affected User.

I had created a read ACL with the below script but it did not work

if (gs.getUser().getRoles().lenght == 0 && current.affected_user!=gs.getUser().getID())

answer=true;

Could anyone please help me how can we achieve this?

Regards,

Sathwik

[Rashmi Kumari S]

@sathwiksnc did you find the solution for the requirement?

[aparnatelu]

Hi @sathwiksnc ,

Try this,

• Role check is unnecessary if you only care about end users.

• Incorrect comparison:
  current.affected_user != gs.getUser().getID()
  should be
  current.affected_user != gs.getUserID()

• Placing the ACL:

  • Must be a Record ACL on incident with operation = read

  • Must evaluate true only for the incidents you want users to see.Script has to be corrected to 

    // Allow only if the user has no roles (end user)
    // AND we want to allow them to read incidents even if they are not the affected user

    answer = true;

  • // Allow if user is not an IT user
    if (gs.getUser().getRoles().length === 0) {
    answer = true;
    } else {
    answer = false;
    }

  • Go to:

    System AI → Search → Sources

    • Edit the Incident search source

    • Add Customer Visible Notes as an indexed field

    • Re-index

    Without this step, the incident won’t appear even if ACL allows access.