After installing the ITSM Roles, the self service page and portal will not display Incident details

Zig1
Kilo Expert

‎03-13-2022 11:55 PM

Recently, the ITSM Roles (com.snc.itsm.roles) plugin was installed onto our Dev instance. 

A few days later, The "My Open Tickets" section in the Self Service page for an end user is coming up with the following errors. 

The "My Tickets" section in the portal is just showing 2 dots and doesn't display anything for Incidents.

Has anyone come across this issue where the Access Controls are changed after installing the ITSM Roles plugin? Can anyone suggest a fix for this?

Any assistance is greatly appreciated.

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Vasantharajan N
Giga Sage
Giga Sage

‎03-14-2022 12:04 AM

If you are using OOTB ACL then activating the ITSM role plugin will not have any impact. So please check which ACL (OOTB or Custom) is causing the issue using the debugger. 


Thanks & Regards,
Vasanth
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ersureshbe
Giga Sage
Giga Sage

‎03-14-2022 12:09 AM

Hi,

I suspect you are using the filter condition as active and caller id fields. First can you check those fields are accessable from end user portal filter condition.

Can you check the ACL part of those fields and who is having the privilege to access the field in portal. For test purpose just add end user role in the ACL and do the analysis.

Regards,

Suresh.

Regards,
Suresh.
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