Issue with Viewing tickets in Service portal

[JohnnySnow]

Hi Team,

Few of our users reported that they are not able to view their tickets & its content in service portal page. Below are the links that they use.

Upon troubleshooting I observed below things

1. the issue is not with Widget (as users with ITIL or other role are able to view their tickets/contents)

2. Users who are facing this issue doesn't have any role attached to their ids.

3. There is no snc_internal role available in the system (which I assumed is available by default, but, it seems like this is only available when we install CSM or other plugins, which has Explicit roles plugin, that comes with it)

4. The issue seem to happen post Rome upgrade, as this issue was not reported before.

5. I went through the ACLs but couldn't figure out any issue with those as well.

Can someone please guide on what else could be the issue here?

Ideal Scenario

Thanks in advance,

[shloke04]

Hi,

I have faced a similar issue where we did not have Explicit role plugin activated in our PROD instance and was causing similar issue.

Check the User Criteria on these widget and make sure make it available for all user for now until you get snc_internal role added to your instance.

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

Regards,
Shloke

[JohnnySnow]

Hi, Can you specify where should I check this? I checked below widgets and there are no roles mentioned.

[shloke04]

Hi,

Open the Widget and then scroll down to Related List named as "Can View" and Cannot View and see if anything is defined there which is restricting this.

But you need to check first if this plugin "Service Portal User Criteria Support" is installed or not first in your instance.

Regards,

Shloke

[JohnnySnow]

Hi, No it is not installed.

[Ankur Bawiskar]

Hi,

logged in user should see incidents when that user is

1) either caller

OR

2) present in watch list

OR

3) opened the incident

Does your user satisfy any of these conditions?

Regards
ankur