For non-itil users in Service Portal for Incidents, the service offerings is not working.

[christina20]

When an ITIL user goes to service portal and selects Incidents, the list for the application that is broken drops down and is populated with the items in cmdb_ci. But when a non ITIL user does this same thing, the drop down for the application that is broken is not populated.  It just says 'searching' then 'no matches found'.  Even if a letter is typed in the search field it produces the same result. Any ideas as to what to check for this? The non Itil user has no roles. Not sure if that has anything to do with it, as I was told the end user wouldn't need any roles. 

Thank you for your help.

Christina

[RKerr]

Hi Christina,

Your non-ITIL users should have the snc_internal role and you add an ACL entry to allow read permissions at the field level to the cmdb_ci.

[christina20 · Accepted solution]

Thanks RKerr.  It's weird but we don't have the snc_internal role, but your response did lead me in the right direction.  I had to change the ACL perms at the field level to the cmdb_ci. All good! 

Thank you!