Column shown blank in list view in spite of having values

[RKumar3]

List view for "task_sla" table is showing "Assignment Group" column blank in spite of having value for assignment group. This occurs only for non admin users. Please refer below screen shots. Any idea why?

[Mike Moody]

Hi Rajnish,

This is definitely an issue with ACL denial. When you enable Security debugging you can see that the record/task.assignment_group/read RULE is being denied because the conditions of the rule are not being met. That said, when I explicitly add a rule to grant read access to the task.assignment_group and incident.assignment_group, I still see the rule being denied in the debugging logs. There appears to be some mechanism that is overriding the explicitly added ACL entries that grant the level of rights needed, it would also seem that it is List View related only because as a regular user I can click on the Task link in the task_sla table directly and it opens the task/incident form and I am able to see the Assignment Group value there. I think in this case, if you are experiencing the same issues as I have described, you may have to open up a ticket with Service Now support, I suspect this is some kind of bug or additional security setting that has been added which I am unaware of.

Good luck with this and please post a solution if you find one.

Mike

[RKumar3]

Hi Mike, You are absolutely right. I am facing exactly the same issue. I have raised a ticket with "Hi" and waiting for their response. I will keep this thread updated with the outcomes. rajnish

[RKumar3 · Accepted solution]

Hi Mike/ All, I got the root cause of this issue. Please have a look at the link below before I explain why. http://wiki.servicenow.com/index.php?title=Using_Access_Control_Rules#Matching_ACL_Rules_to_Objects

As per this link user should meet the permission for two ACL rules

1. The first ACL rule that matches the record's field (if any ACL rule exists for the operation).
2. The first ACL rule that matches the record's table (if any ACL rule exists for the operation).

We met first condition(Mike also tried the same by creating a read rule for assignment group field of task table) but did not met the second condition because we did not have any table level Read ACL for task table(ServiceNow does not provide by default but it provides for other tables e.g. Incident). Hence wildcard table rules (*) ran for all the dot walking on task table fields(task.assignment_group or task.assigned_to).

You guys would have noticed the same issue with the list of approvals where in list view we can not see the assignment group or assignee for the ticket this approval is created for.

TO solve this, I created a new Read ACL on task table and it solved the problem for me.

Regards,

Rajnish

[Mike Moody]

Hi Rajnish,

It looks like I missed that one. Thanks for posting the solution. I was able to add a new read ACL entry on Task with None selected and it worked for me too.

Mike

[aarya]

Hi... i am facing similar issue.... but data is missing for only few records.

Could you please advice