Reference variable on a catalog item displaying "No matches found" for my Service Portal users

[bostonsnow]

Hello all,

I have Reference variable on a catalog item that is displaying "No matches found" for my Service Portal users. The Reference is to cmdb_ci_service. My goal is to allow users to select the service they are having an issue with. I then use this selection to show additional variables to capture additional information from the user that is needed to work their issue for that service. I have a Reference Qual Condition configured to show only the CI's I want to show. 

Does anybody know the best way to address this? ACL?

Thanks!

Mike

[Allen Andreas · Accepted solution]

Hi,

This sounds like an ACL issue as that table is possibly only allowed to be "read" by ITIL.

Please navigate to your ACL's and look for this table and all "read" ACLs and see if you need to add/create one without any roles specified (so that everyone can read)...or tweak one that's already created.

System Security > Access Control (ACL)

Please mark reply as Helpful/Correct, if applicable Thanks!

[bostonsnow]

Hi Allen, thanks so much for the quick reply. It looks like I do have a Read ACL in place that allows logged in users to Read the table. However, I found a BR that is also controlling CI visibility and after some testing realized it is blocking the CI's from being show in my new variable. I need to figure out some way to get that BR to ignore this new cat item variable. Gonna be fun! Thanks again for getting back me.