HR Task not visible to non-HR users

[Community Alums]

Experts,

I have gone through below links and provided appropriate roles but still unable to resolve the issue:

https://docs.servicenow.com/bundle/utah-employee-service-management/page/product/employee-center/con...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0751522

Also, HRM To Do Summary widget requires snc_internal role but still user is unable to see the HR Task record. Attached screenshot.

Thank you,

MK

[JamesEcoStratus]

Hi,

Based on the information you've provided and If I understand your questions correctly, you've encountered the error message "You are either not authorized, or the record is not valid," and you're also experiencing issues with the "snc_internal" role assignment for the HR Task record in the widget.

Let's work through these issues step by step with the information we know right now. If needed, we can always reach out to the ServiceNow team or support later. At the very least, this troubleshooting session should arm you with useful details to share with support, which could speed up the fix.

For the Service Portal Issue: The error message you're seeing, "You are either not authorized, or the record is not valid," typically points to a permissions or role-related problem.

Here are some steps you can take to troubleshoot and potentially resolve the issue:

1. Check User Roles:
• Ensure that the user who is experiencing the issue has the appropriate roles assigned in ServiceNow.
• Verify that the user has the necessary roles to access HR tasks and the Service Portal.
2. Role Configuration:
• Review the role(s) associated with the Service Portal and HR tasks. Make sure that the required roles are correctly configured.
• Double-check if any specific roles are needed to access the Service Portal or HR tasks.
3. Widget Configuration:
• Check the configuration settings of the Service Portal widgets, especially those related to roles and permissions.
• Verify that the widgets are configured to display HR tasks and that they are not limited by any specific conditions that might exclude certain tasks.
4. Debugging and Logging:
• Enable debugging and logging in ServiceNow to gather more detailed information about the issue.
• Review the system logs and any error messages to pinpoint the problem.
5. Test with Another User:
• Test the Service Portal with a user who has elevated or admin-level roles to see if the issue persists. This can help determine if it's a role or permission-related problem.
6. Check Updates and Documentation:
• Check for updates or patches available for ServiceNow's Service Portal or related modules. Sometimes, issues can be resolved with software updates.
• Refer to the official ServiceNow documentation or community forums for any known issues and solutions related to the Service Portal and HR tasks.

For the HRM To Do Summary Widget: Regarding the "snc_internal" role requirement for the HRM To Do Summary widget, ensure that this role is correctly assigned.

Here are some additional considerations:

• Review the widget's configuration to confirm that the "snc_internal" role is properly associated with it.
• Check if the widget requires any additional roles beyond "snc_internal" to function correctly.

To resolve the "You are either not authorized, or the record is not valid" error, you need to ensure that users are assigned the appropriate roles based on their job functions and responsibilities within HR processes.

Here are the primary roles required:

• hr_case_manager
• hr_service_center
• hr_generalist
• itil
• hr_admin
• snc_internal

I hope this information helps resolve the issue you are facing with the HRM To Do Summary widget. 

Good Luck!

James @Ecostratus

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[Sandeep Rajput]

@Community Alums Could you share what type of HR Task is assigned to the user. If it of type Submit Catalog item then can you check if the Catalog item has the correct User criteria and role assigned to it?

[Community Alums · Accepted solution]

@JamesEcoStratus and @Sandeep Rajput - Thank you both for providing the insight.

In my case, we are using Survey(associated) with the HR Task when it is created and sent out to user. I tabbed on the table Assessment Instance Question(asmt_assessment_instance_question) in a BR to get the dropdown value 1 - Approve or 2 - Reject.

Once I got the value, I had updated the HR Task record based on my requirements in the backend and it works.

Thanks,

MK