Having issues with Policy Exception

JH4
Tera Contributor

‎06-09-2023 04:40 PM

Running into multiple issues with Policy Exception. Anyone know why?  Here are the scenarios:

 

  • Requester submission
    • If an end user submits a new policy exception, it greys out the compliance approval field and auto-approves the request.
  • Control objective
    • Upon submitting a request, an error will occur that states the objective may be invalid or only associated with retired objects. (something to that effect)
      • During end user submission, it will still submit successfully.
      • During GRC user submission, the new policy exception will be deleted and must restart the request
  • Business Approver
    • View Permissions     
      • Whenever the assignee clicks the link sent via email or if GRC tries to send the direct link, they get error messages:
        • Unable to execute UI Action because user does not have permission to read the current record – OR
        • Sees ‘Please make comment before approving exception’ but does not see a field or have option to enter a comment
  • My Approvals
    • Business Approver
      • Assignee goes to SNOW menu for ALL and searches for My Approvals
        • ALL > Approver is ‘Assignee Name’ > Source table = an_compliance_policy_exception
      • Shows no records to display
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Shaikh Mzhar
Tera Guru

‎06-09-2023 10:50 PM

Hi @JH4 

 

There could be several reasons for the issues you are facing with Policy Exceptions in ServiceNow. Here are some possible explanations and solutions for each scenario:

  1. Requester submission:
  • Greyed out compliance approval field and auto-approval: This behavior could be due to a misconfiguration in the workflow or ACLs (Access Control Lists). Check the workflow and ACLs related to policy exceptions to ensure the correct conditions and permissions are set.
  1. Control objective:
  • Invalid or retired objects error: This error message indicates that the control objective associated with the policy exception may be invalid or associated with retired objects. Review the control objectives and ensure they are properly configured and associated with active objects. Additionally, check if any related objects have been retired or made inactive.
  1. Business Approver:
  • Unable to execute UI Action or missing comment field: These errors indicate a permission issue or a misconfiguration in the UI action or ACLs. Verify that the business approver has the necessary read permissions on the record and that the UI action is configured correctly. Ensure that the comment field is visible and editable for the business approver.
  1. My Approvals:
  • No records to display: If the assignee cannot see any records in the My Approvals list, it could be due to permission settings or a filter issue. Ensure that the assignee has the appropriate roles and permissions to access and view the compliance policy exception records. Additionally, verify that there are active policy exceptions assigned to the assignee and that any filters on the My Approvals list are correctly configured.

Please mark helpful

Mzhar

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