Users on Watch List Can View Watched Incidents but not Watched Requests

[ben_kahn]

Hi all, I have a strange problem in my ServiceNow instance. When non-ITIL employee users try to look at Request Items they are on the watch list for, they see an error message stating "Security constraints prevent the display of this record".

I've only just taken up an admin role here as the previous person left recently. Can anyone point me in the right direction of troubleshooting this problem?

[Subhajit1 · Accepted solution]

Hi Ben,

This is because your End Users(Non-ITIL) do not have Read Access to records on the Request Table.

You will have to create a Access Control to Give Read Access on the Record Level to them when they are part of the Watch List.

Thanks,

Subhajit

[darshanr]

Hi Ben,

Subhajit is right.Please check ACL's for this and provide read access to Non-ITIL users.

Also you can check whetehr there are multiple read ACL's conflicting if ACL for Non-Itil is already present.

Thanks,

Darshan

[ben_kahn]

Subhajit, Darshan, thanks much to both of you! I added an ACL for for the sc_req_item table to let Users who are on the Watch List read the table with this bit of script:

current.watch_list.indexOf(gs.getUserID()) > -1;

Easy enough. However, now I have a new problem: users on the Watch List can't update the comments field from the Self Service view of the Request Item form.

I added an "write" access control to sc_req_item.comments

current.watch_list.indexOf(gs.getUserID()) > -1;

However when I impersonate a Watch List user, they can see the form, but the comments field remains greyed out (there is no textbox area). Might anyone have an idea of what is different here?

[adam_webster]

Ben Kahn,

Did you have any luck with getting the watch list users to update the comments filed?

Im having the same issue and having   no luck with ACL's