Unable to create an application - get 403 error

[Haustin Kimbrou]

I am currently unable to change my scope to global. Every time I try to switch I get "Failed to determine if application scope is accessible. HTTP Status 403: Forbidden". I also cannot create any new applications because I get "External User Not Authorized" error. I am not an external user.

My boss recently installed the customer service management plugin and that is when all of these issues started. I have the snc_internal role, admin, workspace_admin, and a few others, but cannot really do much development because of these issues. I have searched for the com.glide.explicit_roles plugin but cannot find the actual plugin anywhere to look at it and try to debug or alter other settings.

I have altered the security properties by setting "Enables the glide.security.explicit_roles.internal_user_blacklist property. Default value is true" to false, but that didn't work.

I then edited SPListDataProcessor in the ACL so that the script always evaluates to true, but that also did not work. I think I'm out of options for now. 

Any help would be appreciated.

-Haustin

[Allen Andreas]

Hi,

You may want to attempt to repair the CSM installation (navigate to plugins, find CSM, click it and then in the related links click repair). Then try clearing instance cache by typing: cache.do and pressing enter in left-hand navigation.

Verify that the snc_internal role is applied to the correct user and they don't somehow also have any external facing roles (for csm and otherwise).

Lastly, if the above don't work, please submit a case to SN for further assistance through your SN customer support portal account.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Haustin Kimbrou]

Sorry I did not mention I have done both of those already. I just re-did them and it still does not work.

I currently cannot submit a ticket because my work email for my serviceID is not being allowed through for me to log in. Is there another way to reach out to SN customer support?

-Haustin

[Allen Andreas]

Hello,

My apologies that my above reply was not helpful to you as you've already done those, but didn't mention it. For others, it is helpful and tends to resolve the issue.

As far as contacting ServiceNow outside of the support portal, you can call at this number: (866) 709-5932.

Or, ideally, have someone else submit it through the support portal, if they can.

Please mark reply as Helpful/Correct, if applicable. Thanks!