Not able to search all the tickets from portal

[XYZ]

Hello Community,

When a user having ITIL role search a ticket from IT view they could see the tickets but without ITIL role they are not able to see those tickets  from portal that they are able to see from IT view. How may  I start troubleshooting?? Is it OOB functionality??

This is the error I'm getting from portal.

Thanks,

[Mannam Praveen]

Hi @XYZ 

User was unable to see the tickets he raised in the Portal or someother users raised tickets..?

Check if tickets or closed and achrived..

Try to impersonate and check for other users. if they are also having same issue..? if not try compare both profile and roles see what is missing

Thank you 

Mannam praveen Kumar

[Maik Skoddow]

Hi @XYZ 

a search cannot bypass the access restrictions implemented by ACLs. And having the ITIL role is often the prerequisite to read data (for example, Incidents).

But as you did not provide more details, it is not possible to answer your question seriously.

Maik

[XYZ]

Hello Maik,

From the search bar of service portal I'm not able to search with any Requestno, incidents etc, but for same request no/incident i could able to search from native view not from portal. Below is the screenshot.

Thanks!

[Maik Skoddow]

Is in your instance "AI Search" enabled?

For Service Portals there are two different search engines and you have to decide which one to use and to configure. 

See https://docs.servicenow.com/bundle/vancouver-platform-user-interface/page/build/service-portal/conce... for more information.
So at the end the search engine for Service Portals might return different results than the search engine in the Classic UI

Maik