Service Portal Profile Message re Requested User Not Found

[balston]

Non-itil user cannot access a particular category on the end-user portal.  The non-itil user gets the message, "Logout Successful" when trying to access the end-user portal.  Also, when the admin impersonates the user, the admin can get to the portal and the widgets as the impersonated non-itil user.  But, when the admin also clicks on "Profile" to the see the impersonated user's profile, the message comes up, 'Requested User Not Found'.  The user has the snc_internal role.  The Admin has also impersonated other users and did not get this message.  And no other user has reported not being able to access the end-user portal.

[GlideFather]

HI @balston,

this seems just not right, it can be caused from many reasons... and that'd be really difficult to debug without access to your instance.

But assuming from the logo it's a client (good practice is to anonymise the company logo as well) instance and not a PDI, then you can raise a Case at the Support Portal for ServiceNow team to assist you:

https://support.servicenow.com/now

Describe all your findings, the better you do the better and faster reply you will receive. And prey for the fact that this wasn't caused by customisation, because if so, then they will not be able to help you, they might identify it but the solution would be in your hands. 

Let's wait and see. Let me know your progress if there's any

[Brad Bowman]

Could be two separate issues, or the same root cause.  Have the admin impersonate another user that is very similar to this one - same roles, profile settings... to see if the profile message is replicated.  The access issue looks related to the browser since impersonation works.  Is this person using the same browser as others?  Have they tried a different one (Firefox, Chrome)? Sometimes a different browser or incognito/private session reveals settings, cache... issues.