Hi All users are not able to view the reports even though reports are shared across the group and users also have an itil role

[Himabindu]

Hi All users are not able to view the reports even though reports are shared across the group and users also have an itil role

[Vasantharajan N · Accepted solution]

Please share the report link with the user and check whether they are able to access it or not. 

Make sure the end users turned off the Favorites filter on the "View / Run" module.

[Vishnu Prasad K]

Hi Himabindu,

Users can't see the data in the report if there is an ACL restriction. So check the ACL as users have ITIL access and are not able to see the data

[Sourabh26]

Hi,

Below are the checks you can go through -

1. Have you save and Run the report before Share it?
2. Go with a single option for now (share with some groups only) for troubleshooting and check if its working then.
3.  Check the user should be part of the group to which the report is configured.
4. Share with only single user and check.

Go through the below kb article as well.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0816012

Mark this as Helpful/Correct, if Applicable.

Regards,

Sourabh

[shloke04]

Hi @Himabindu 

Couple of points to validate in this scenario to resolve this as mentioned below:

1) Can you impersonate the user and see if they are able to see or not? Do not rely on what User says sometimes they might miss something and are not following the correct path to view the report or may be viewing incorrect reports.

2) Navigate to All module under Report and search for that report after impersonating the user and see if it is visible or not as shown below:

3) Refer the HI article below on the same issue:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0550734

4) Check for this User preference "reporting_favorite_state " if this is set to True. If yes change it to False for that user. Refer the thread below for more info on this:

https://community.servicenow.com/community?id=community_question&sys_id=82bd476ddb9cdbc01dcaf3231f961967

4) is the report not visible of the data is not visible on the report?

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke