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?

[ben_kahn]

Hey Adam, yes. You need to create a "write ACL" as well. Since you just want this write access to be on the comments field you have to make sure to set the ACL for sc_req_item.comments rather than the whole table. Here is the ACL I made:

Note this allows comments from the requestor, creator, and Watch List (I think I copied this from the out of the box ACL that does this for the Incident table). You also need to set up a separate ACL that allows writing to this comments field when role = ITIL if you want ITIL users to continue to be able to comment on any requested item. Otherwise setting this specific ACL will stop anyone from commenting who isn't in the above categories (or an admin).

Hope that helps!

[adam_webster]

Thanks Ben that worked.

[Nivlac1000]

I've been using that script(current.watch_list.indexOf(gs.getUserID()) > -1;) in non-scoped applications for years.   Now I have a scoped application that give me this error.

"Method returned an object of type IdFunction which is not allowed in scope <application name here>"

Have you seen a solution to that?

TIA,

Cal

[clinton_hart]

Did you ever get a solution for this Cal

Thanks

Clinton

[Nivlac1000]

Hey Clinton,

It's been awhile but I think you need to go to the Table that is in Scope and then go to the Application Access and add the Accessible from (all application scopes) plus the Can read, can create, can update, etc.

Thanks!

Cal