Need help on portal

Nivedita9 · ‎07-11-2025

Hi,
I'm facing an issue with portal. I had added few fields on portal and I'm able to see them when I impersonate to end user I can just see one field (LINK).
End user has itil role and can see the fields on native view.

Html

<div ng-if="!data.isValid">
${Record not found}
</div>
<div ng-if="data.isValid">
<div class="panel panel-{{::options.color}} b">
<div class="panel-heading">
<h4 class="panel-title">${Approval request for {{::task.table}} {{::task.number.display_value}}}</h4>
</div>

<div class="panel-body">
<div ng-if="task.short_description"><label><b>${Short Description}</b></label>: {{::task.short_description.display_value}}</div>
<div ng-if="task.opened_by"><label>${Opened by}</label>: {{::task.opened_by.display_value}}</div>
<div ng-if="task.requested_by"><label>${Requestor}</label>: {{::task.requested_by.display_value}}</div>

<div ng-if="task.table == 'Knowledge'">
<div ng-if="task.version">
<label><b>${Version}:</b></label>
{{::task.version.display_value}}
</div>
<div ng-if="task.author">
<label><b>${Author}:</b></label>
{{::task.author.display_value}}
</div>

<div ng-if="task.u_review_date">
<label><b>${Review Date}:</b></label>
{{::task.u_review_date.display_value}}
</div>
<div ng-if="task.kb_link">
<b><a href='{{::task.kb_link}}' target='_blank'>Link to KB Article</a></b>
</div>
<div ng-if="task.kb_text">
<label><b>${Knowledge Body}:</b></label>
<p ng-bind-html="::task.kb_text" class='panel panel-body b'></p>
</div>
</div>

<div ng-if="task.source_table">
<div ng-init="variable_toggle=false">
<a id="veiw_more" href="javascript&colon;void(0)" ng-click="variable_toggle = !variable_toggle">
<span class="glyphicon"
ng-class="{'glyphicon-chevron-down': !variable_toggle, 'glyphicon-chevron-up': variable_toggle}">
</span>
${Options}
</a>
<div ng-if="!variable_toggle">
<label class="text-muted"></label>
<div ng-if="task.approval_name"><label>${Approval Name:}</label> {{::task.approval_name}}</div>
<div ng-if="task.approval_state"><label>${Approval State:}</label> {{::task.approval_state}}</div>
<div ng-if="task.desired_state"><label>${Desired State:}</label> {{::task.desired_state}}</div>
<div ng-if="task.desired_substate"><label>${Desired Substate:}</label> {{::task.desired_substate}}</div>
<div ng-if="task.until"><label>${Until:}</label> {{::task.until}}</div>
<div ng-if="task.add_info"><label>${Additional Information:}</label> {{::task.add_info}}</div>
<div ng-if="task.description"><label>${Details:}</label> {{::task.description}}</div>

</div>
</div>
</div>

<div ng-if="::data.approver"><label>${Approver}</label> {{::data.approver}}</div>
<div ng-if="task.start_date"><label>${Start}</label> {{::task.start_date.display_value}}</div>
<div ng-if="task.end_date"><label>${End}</label> {{::task.end_date.display_value}}</div>
<div ng-if="task.quantity">${Quantity} {{::task.quantity.display_value}}</div>
<div ng-if="task.price.value > 0"><label>${Price}</label> {{::task.price.display_value}}
<span ng-if="task.recurring_frequency.value != null"><label>${Recurring price}</label>
{{::task.recurring_price.display_value}} {{task.recurring_frequency.display_value}}</span>

</div>

<div ng-if="data.items.length > 0">
<h3 class="h4">${Items in this Request}</h3>
<div ng-repeat="item in data.items">
<h4>
{{::item.short_description}}
</h4>
<div ng-if="item.price">${Price} {{::item.price}}
<span ng-if="item.recurring_price">${Recurring price} {{::item.recurring_price}}
{{::item.recurring_frequency}}</span>
</div>
<sp-widget ng-if="item.variableSummarizerWidget" widget="item.variableSummarizerWidget"></sp-widget>

</div>
</div>

<sp-widget widget="data.variableSummarizerWidget"></sp-widget>
</div>
<sp-widget widget="data.ticketConversation"></sp-widget>
</div>

Server side

(function () {

// g_approval_form_request is for approval summarizer ACLs

// that let user read a record they need to approve. This global

// variable is then deleted at the bottom of the script

g_approval_form_request = true;

var approverGR = $sp.getRecord();

// if (approverGR == null || !approverGR.isValid()) {

// data.isValid = false;

// return;

// }

if (approverGR.getValue("approver") != gs.getUserID())

data.approver = approverGR.approver.getDisplayValue();

data.isValid = true;

var task = getRecordBeingApproved(approverGR);

var t = {};

t = $sp.getFieldsObject(task, 'number,short_description,opened_by,requested_by,start_date,end_date,price,recurring_price,recurring_frequency,version,author,u_review_date');

t.table = task.getLabel();

//t.tableName = task.getTableName();

// GSD-7160 VR fields start

if (task.isValidField("approval_state") && !task.approval_state.nil())

t.approval_state = task.approval_state.getDisplayValue();

if (task.isValidField("name") && !task.name.nil())

t.approval_name = task.name.getDisplayValue();

if (task.isValidField("desired_state") && !task.desired_state.nil())

t.desired_state = task.desired_state.getDisplayValue();

if (task.isValidField("desired_substate") && !task.desired_substate.nil())

t.desired_substate = task.desired_substate.getDisplayValue();

if (task.isValidField("desired_ignore_date") && !task.desired_ignore_date.nil())

t.until = task.getValue('desired_ignore_date');

if (task.isValidField("desired_reason") && !task.desired_reason.nil())

t.add_info = task.getValue('desired_reason');

if (task.isValidField("description") && !task.description.nil())

t.description = task.getValue('description');

if (approverGR.source_table == 'sn_vul_change_approval')

t.source_table = approverGR.source_table;

// GSD-7160 VR fields end

var items = [];

var idx = 0;

var itemsGR = new GlideRecord("sc_req_item");

itemsGR.addQuery("request", task.sys_id);

itemsGR.query();

while (itemsGR.next()) {

var item = {};

item.short_description = itemsGR.getValue('short_description');

if (itemsGR.getValue("price") > 0)

item.price = itemsGR.getDisplayValue("price");

if (itemsGR.getValue("recurring_price") > 0) {

item.recurring_price = itemsGR.getDisplayValue("recurring_price");

item.recurring_frequency = itemsGR.getDisplayValue("recurring_frequency");

}

//GSD-4423: Modify approval page in service portal

/*if (itemsGR)

item.variables = $sp.getRecordVariablesArray(itemsGR);

items[idx] = item;

idx++;*/

if (itemsGR) {

item.variables = new GlobalServiceCatalogUtil().getVariablesForTask(itemsGR, true);

item.variableSummarizerWidget = $sp.getWidget('sc-variable-summarizer', { 'variables': item.variables, 'toggle': false, 'task': t.number.value });

}

items[idx] = item;

idx++;

}

var itemsGR = new GlideRecord("kb_knowledge");

itemsGR.addQuery("sys_id", task.sys_id);

itemsGR.query();

while (itemsGR.next()) {

var item = {};

item.can_read_user_criteria = itemsGR.getDisplayValue('can_read_user_criteria');

if (itemsGR.getDisplayValue('text'))

item.text = itemsGR.getDisplayValue('text').toString();

item.cannot_read_user_criteria = itemsGR.getDisplayValue('cannot_read_user_criteria');

if (itemsGR)

item.variables = $sp.getRecordVariablesArray(itemsGR);

items[idx] = item;

idx++;

}

/*data.items = items;

data.sys_id = approverGR.getUniqueValue();

data.task = t;

if (task)

data.variables = $sp.getRecordVariablesArray(task);*/

//GSD-4423: Modify approval page in service portal

data.items = items;

data.sys_id = approverGR.getUniqueValue();

data.task = t;

if(t.tableName == 'Knowledge') {

var temp = $sp.getFieldsObject(task, 'text,sys_id');

t.kb_text = temp.text.display_value.substring(0,300) + '...';

t.kb_link = '/kb_knowledge.do?sys_id=' + temp.sys_id.display_value;

}

if (task) {

data.variables = new GlobalServiceCatalogUtil().getVariablesForTask(task, true);

data.variableSummarizerWidget = $sp.getWidget('sc-variable-summarizer', { 'variables': data.variables, 'toggle': true, 'task': t.number.value });

}

function getRecordBeingApproved(approverGR) {

if (!approverGR.sysapproval.nil()) {

refRecord = approverGR.sysapproval.getRefRecord();

if (refRecord.isValidRecord())

return refRecord;

}

return approverGR.document_id.getRefRecord();

}

var ticketConversationOptions = {

sys_id: task.getUniqueValue(),

table: task.getTableName(),

title: gs.getMessage("Activity Stream"),

placeholder: gs.getMessage("Type your message here..."),

placeholderNoEntries: gs.getMessage("Start a conversation..."),

btnLabel: gs.getMessage("Send")

};

data.ticketConversation = $sp.getWidget('widget-ticket-conversation', ticketConversationOptions);

delete g_approval_form_request;

})();
admin view

end user

Ct111 · ‎07-11-2025

Does he (End user) have the approval request for KB0038454 ?

Can you crosscheck and confirm from backend (native view)?

Nivedita9 · ‎07-11-2025

yes end user has

venkat917181 · ‎07-12-2025

Hi Nivedita,

ServiceNow has separate ACL evaluations for Service Portal vs native UI. The fields are being filtered out specifically in the portal context.

1. Check Portal-Specific ACLs

Navigate to System Security > Access Control (ACL) and filter by:

Table: kb_knowledge
Type: read

Look for ACLs with Advanced tab conditions like:

// Common portal-blocking conditions
answer != 'true' && gs.getProperty('glide.ui.portal') == 'true'
// or
!gs.hasRole('knowledge_admin') && gs.isInteractive()

2. Create Portal-Specific ACLs

If the existing ACLs don't account for portal access, create new ones:

For each field (version, author, u_review_date):

Table: kb_knowledge
Field: version (repeat for each field)
Type: read
Operation: read
Role: itil (or appropriate role)

Advanced tab - Add condition:

// Allow portal access for users with itil role
if (gs.hasRole('itil')) {
    answer = true;
}

3. Modify Existing ACLs

Find the existing ACLs that are blocking portal access and modify them:

Look for ACLs with conditions like:

// This blocks portal access
gs.getProperty('glide.ui.portal') != 'true'

Change to:

// This allows portal access for itil users
gs.getProperty('glide.ui.portal') != 'true' || gs.hasRole('itil')