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‎02-14-2018 05:12 AM
A particular ITIL user is not able to export reports/lists. He is able to build, run and get the report until the dialog box that says Download.
Once clicked on download, the page turns white and redirecting to https://xxx.service-now.com/sys_attachment.do?sys_id=xxxxxxx6193a
Same is happening when trying to export any list. This is only happening with one particular user, user has ITIL role.
Any lead would be helpful
Solved! Go to Solution.
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‎10-02-2019 12:44 PM
I have a single user with the same problem. I believe the root cause is:
One of the Read ACLs on the sys_attachment table calls the "canRead" function in the "AttachmentSecurity" global script include ("global.AttachmentSecurity().canRead(current)" ).
The function says the user has read rights to download attachments if the created_by field matches the current user's User ID.
The max length of the sys_attachment.created_by field is 40.
My affected user's user ID is 42 characters long due to a hyphenated long last name, so the created_by field gets truncated.
Since the truncated created_by field doesn't match the user ID, she is denied the attachment download, and gets a blank white screen with no error message.
I will open a HI ticket and report back with their findings.
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‎02-14-2018 05:21 AM
Hi,
Is it a certain report or list? Can another user who ONLY has the same role, export that very same report or list?
I find it hard to believe it's only affecting one set person.
I'd recommend double-checking your export settings for that particular report/list and then double-check their roles vs. everyone else.
Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!
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‎02-14-2018 05:24 AM
Yes its very weird. But only this user is unable to export. Others, even end users are also able to export.
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‎02-14-2018 05:27 AM
This is going to be an exercise in spotting the differences between what works for one user and what doesn't work for another. Things to check:
- ACLs
- Roles
- Check your logs for errors/warnings
If you come up empty, I recommend reaching out to customer support. I'll be interested to hear what they have to say.
HI Service Portal - ServiceNow
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‎02-14-2018 05:39 AM
Hello sreerupa,
Weird problems like this are the toughest to debug. Chuck has some great thoughts for things to look for on your instance.
I'll give you some ideas wrt the user: ( maybe the problem is on their computer and not the instance )
1. If you impersonate the user, can you export the list?
2. Have the user access ServiceNow with a completely different browser. If IE is the current browser, have them use Chrome or Firefox. Does the problem persist?
3. Have the user clear their browser's cache. Then repeat the exercise. Does the issue go away?
4. If all else fails, you can install a packet sniffer on the computer to see what TCPIP traffic is exchanged. Something like wireshark, link: Tools - The Wireshark Wiki
This would give definitive evidence if the problem is on the user's side, or the ServiceNow side.
