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

[Irene M]

Hi @Nicholas Sjelin , 

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.

[Nicholas Sjelin]

The error indicates that the problem is the read access to two fields on the "live_message" table, "chat_message" and "state".  So, in theory, the only two you should have to modify to stop this error from displaying is the live_message.* read ACL by adding the "itil" role to the "Requires role" section, because it will allow read for all fields in live_message.  In your screenshot, this is the third ACL in your list.

The other one to modify is the live_message read ACL, which is the second ACL in your list, where you would add these three lines to the script at line 21 (just above the group membership GlideRecord query section) if you want to grant users with the ITIL role read access to the table:

if (gs.getUser().hasRole('itil')) {
		return true;
	}

Again, I would caution against taking this approach if your organization is actually using live_message functionality (or intends to do so in the near future), and instead take a more nuanced approach based on the documentation.

[BartekM]

Just had the same issue. There is a SN KBA on the issue

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1645518

Few possible solutions there, though I have deactivated the search source on the live_message and looks like it helped