Reference field values are not visible in Portal

[Ranjit Singh Ra]

I have an HR Service (Scope - Human Resources: Core) in the ESC Portal. 

I have created a custom table "Routing ID" in Global scope which extends CMDB CI Table. 

I have a variable in the HR Service which is referenced to the custom table. I have records in the custom table but still I am unable to see any records from the Portal. It says "no matching records found"

I have given the custom table Read ACL to my user, and also given the cmdb_read role to my user, still the same issue.

Please let me know what I can check to get this fixed.

Thank you.

[NaveedK18654415]

Hi Ranjit,

Did you get the solution for this? I am also facing the same issue . In portal, values are not populating for reference field. If you got the solution, pls post here. That would be very helpful.

[MaxMixali]

Per creare Application Access:

1. Vai a: System Applications > Application Cross-Scope Access
2. New
3. Source Scope: Human Resources: Core (sn_hr_core)
4. Operation: Read
5. Target: Seleziona la tua tabella custom u_routing_id
6. Status: Allowed

3. Verifica la Variabile del Catalog Item

javascript

// Controlla la configurazione della variabile
// Service Catalog > Catalog Variables

// Parametri da verificare:
// - Type: Reference
// - Reference: u_routing_id (tua tabella custom)
// - Reference qualifier: (lascia vuoto per ora)
// - Read roles: (verifica che sia vuoto o compatibile)

4. Verifica i Record nella Tabella

Esegui questo script in Background Scripts:

javascript

// Verifica che i record esistano e siano accessibili
var gr = new GlideRecord('u_routing_id');
gr.query();
gs.info('Total records in u_routing_id: ' + gr.getRowCount());

while (gr.next()) {
    gs.info('Record: ' + gr.sys_id + ' - ' + gr.getDisplayValue());
}

// Verifica se l'utente può leggerli
var userName = 'nome.utente'; // Sostituisci con il tuo username
gs.info('User can read: ' + gr.canRead());

// Impersona l'utente e riprova
var user = new GlideRecord('sys_user');
user.addQuery('user_name', userName);
user.query();
if (user.next()) {
    var impersonator = new GlideImpersonate();
    impersonator.impersonate(user.sys_id);
    
    var testGr = new GlideRecord('u_routing_id');
    testGr.query();
    gs.info('Records visible as ' + userName + ': ' + testGr.getRowCount());
    
    impersonator.unimpersonate();
}

5. Verifica Dictionary Entry

javascript

// Vai a: System Definition > Dictionary
// Cerca: u_routing_id

// Verifica che il campo display (name o altri) sia:
// - Active: true
// - Read only: false

6. Controlla Reference Qualifier sulla Variabile

Se hai un reference qualifier, potrebbe filtrare troppo:

javascript

// Nella variabile, controlla:
// - Reference qualifier: 
//   Se presente, prova a rimuoverlo temporaneamente
//   Oppure usa: javascript: 'active=true'

7. Verifica CMDB ACL (Parent Table)

Dato che la tua tabella estende cmdb_ci:

javascript

// Background Script per verificare
var gr = new GlideRecord('u_routing_id');
gr.setLimit(1);
gr.query();

if (gr.next()) {
    gs.info('Can read CMDB CI: ' + new GlideRecord('cmdb_ci').get(gr.sys_id));
    gs.info('Has cmdb_read role: ' + gs.hasRole('cmdb_read'));
    gs.info('User roles: ' + gs.getUser().getRoles());
}

8. Clear Cache

A volte il problema è solo cache:

1. Vai a: System Diagnostics > Cache Inspect
2. Cerca: u_routing_id
3. Flush della cache
4. Oppure: cache.flush nella cache

9. Soluzione Rapida - Script da Eseguire

Esegui questo script in Background Scripts per configurare tutto:

javascript

// === CONFIGURAZIONE AUTOMATICA ===
var tableName = 'u_routing_id'; // Nome della tua tabella
var hrScope = 'sn_hr_core'; // Scope HR

// 1. Crea/Aggiorna ACL di Read (Public)
var acl = new GlideRecord('sys_security_acl');
acl.addQuery('name', tableName);
acl.addQuery('operation', 'read');
acl.query();

if (!acl.next()) {
    acl.initialize();
    acl.setValue('name', tableName);
    acl.setValue('operation', 'read');
    acl.setValue('active', true);
    acl.setValue('admin_overrides', true);
    acl.setValue('description', 'Auto-created for portal access');
    acl.insert();
    gs.info('ACL created');
} else {
    gs.info('ACL already exists');
}

// 2. Crea Application Cross-Scope Access
var appAccess = new GlideRecord('sys_scope_privilege');
appAccess.addQuery('source_scope.scope', hrScope);
appAccess.addQuery('target_name', tableName);
appAccess.addQuery('operation', 'read');
appAccess.query();

if (!appAccess.next()) {
    var hrScopeGr = new GlideRecord('sys_scope');
    hrScopeGr.addQuery('scope', hrScope);
    hrScopeGr.query();
    
    if (hrScopeGr.next()) {
        appAccess.initialize();
        appAccess.setValue('source_scope', hrScopeGr.sys_id);
        appAccess.setValue('target_name', tableName);
        appAccess.setValue('target_type', 'sys_db_object');
        appAccess.setValue('operation', 'read');
        appAccess.setValue('status', 'allowed');
        appAccess.insert();
        gs.info('Application Access created');
    }
} else {
    gs.info('Application Access already exists');
}

// 3. Verifica record
var count = new GlideRecord(tableName);
count.query();
gs.info('Total records in table: ' + count.getRowCount());

gs.info('=== CONFIGURATION COMPLETED ===');
gs.info('Clear cache and test again');

10. Test dal Portal

Dopo aver applicato le fix, testa:

1. Logout/Login dal portale
2. Apri il HR Service nel portale
3. Prova la variabile reference
4. Se ancora non funziona, apri Developer Tools (F12) e controlla la Console per errori JavaScript