Non-admins unable to see dot walked fields in sc_task list view

[LikeARabbit]

I've run in to an odd issue. When I go to the sc_task table I'm able to see the "Item" column without issue, which is dot walked from the RITM (Requested Item.Item). However, when a non-admin views the same list the column is present but refuses to display any values.

What I see:

List View

Personalize List Columns

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What non-admins see:

List view (notice that Item and Created are both empty, both are dot walked columns)

Personalize List Columns

----------------

Non-admins can click into the sc_tasks and click up to the RITM and see all of the fields without issue, this really just seems to affect the list view. Because of that I don't think it's an ACL issue but I'm not sure what else it could be.

Anyone else run into this? Any advice?

[Prateek kumar]

Can you see if you can impersonate a different user and see it makes any difference.?

[LikeARabbit]

I just tried impersonating another ITIL user with similar permissions as the original as well as another ITIL user with slightly less permissions than the original.

The first one sees the exact same results and data as the original, the second sees the same data but some results were removed via security constraints.

[Fred_27]

Not sure if this is still an issue for you, but I ran into what sounds like the same problem, and this KB was the answer for me.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0529493

Hope that helps.

[xiaix]

This is all well and good, but what ACL operation to add?  "Read" ??  KB0529493 says:

Workaround 1: Add the column referenced in ACL to the List view.

Adding the column to the List view results in the value being part of the query. When the ACL is executed, that column value is now present and can be evaluated correctly.

Ok, Add the column referenced in ACL... referenced in ACL.. yeah, ok, first you need to create the ACL but this KB doesn't give you specifics on that, like what operation to use.  I can only assume it's the 'read' operation.

Example... tableA has a reference to cmn_location (location).

So now you configure a default List Layout for tableA

you bring over Location.city

and of course, for non-admins, Location.City is blank:

So what ACL needs to be created??  Again, I tried a read ACL on tableA for the Location reference, but this did not work.

[nt6]

EDITED:

I think I've found the answer .. actually for the workaround 1. no adding of ACL is required, I just need to add a column which has specific ACL defined (from parent table) in to the list (with dotwalk) as well.

did you find out more? we are facing similar issues and would love to know which ACLs to be created.

thx.

nari.