How to fix the "Part of the query on live_message has been ignored" error

[Irene M]

Hi guys!

Does anyone know what is the cause of these 2 errors and how can I fix it? It shows randomly whenever I'm searching for a ticket. It wasn't consistent though. Sometimes it would show up, sometimes it won't

Part of the query on live_message has been ignored because of read security rules on live_message.chat_message.

Part of the query on live_message has been ignored because of read security rules on live_message.state

[Vrushali Kolte]

Hello @Irene M ,

This typically occurs due to Access Control Rules (ACLs) that prevent certain users from reading specific fields or records.

The error message "Part of the query on live_message has been ignored because of read security rules on live_message.chat_message" indicates that your query is being restricted by security rules applied to the live_message.chat_message field in ServiceNow.

Please refer below thread -

https://www.servicenow.com/community/csm-forum/part-of-the-query-has-been-ignored-because-of-read-se...

If my answer solves your issue, please mark it as Accepted ✔️& Helpful👍!

[Irene M]

Hi Vrushali,

Thanks for responding. I am not familiar with the ACL. I check the ACL and not sure which one should I modify and what role I need to give to fix this error.

[Winston]

We're getting those error messages as well randomly.

Vancouver Patch 10 was installed over the weekend so I imagine it has something to do with that. Has anyone found a fix for it?

[Nicholas Sjelin]

Yeah, Vrushali is right.  It's ACLs for the live_message table that are causing the error messages to occur.
You can take a few different approaches.
1) Give the affected users the live_feed_admin role.  This will satisfy the ACL conditions, but I wouldn't recommend this because the documentation states that "Users with the live_feed_admin role can set up table notifications for non-task tables, limit Live Feed access by role, and manage Live Feed message content."  (Source: User roles installed with Live Feed (servicenow.com))

2) Adjust the ACLs.  We added the ITIL role in the script for the Read access to the table, and the role itself to the ".*" field-level access.  I will probably adjust this once we actually start using Live Message functionality, but since we aren't, this is fine for us for now because it stops the reports from our ITIL users.  https://<your-instance-name>.service-now.com/now/nav/ui/classic/params/target/sys_security_acl_list....

Your mileage may vary.  Be sure to check with your governance for the approach you take.