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,

[Ankur Bawiskar]

So then what role does that user have?

It should satisfy one of the role which is present in table level READ ACL

Check how many table level READ ACLs are there and what all roles are present there?

Regards
Ankur

[JohnnySnow]

Hi,

Please check below snaps

[Ankur Bawiskar]

if that user's doesn't have any role then table data cannot be seen as none of the ACL would pass

try giving one of the role from table level READ ACL to confirm the issue and then remove the role

Regards
Ankur