Tickets cannot be seen by on behalf users in servicenow self-service portal

[KRM]

Dear Servicenow Experts,

We have an issue here in were, ticket are not visible for the on behalf users (without itil role) in servicenow self service portal.

Scenario:

If a local IT (which has ITIL role) will raise a ticket in self service portal(service catalog) and set on behalf user (which has no role) . A ticket will be created, but the on behalf user will not see the ticket status.

I checked other discussion, which they advise about the Query Business Rule , but not sure how to modify it since users need to access it on a self service portal. Not the incident console it self.

Also checked the application menu > Self Service but no restrictions are found under myrequests

Please advise the configuration on how to allow on behalf users to view their ticket in self service portal.

Thank you for your support.

[ruzzty06]

There's so many things to check.

1. Self Service Portal page itself, how it is showing Records can have some filter like if you are the requestor or Requested on behalf.

2. ACL.

3. Query Business Rule.

Etc.

And also, if you have access to a certain record, you can see it whether its in Self service portal or in the Fulfiller view.

You need to have some advanced administration knowledge to fix it.

[KRM]

Hi Rusty,

Thanks for your response. Actually i have checked the following.

1. Self service portal page configuration - did not find any restriction as it's open to all users.

2. ACL , no configuration related to self service portal

3. Query business rule , i found query business rule but for incident only which is i think it's oob settings.

I thinks this will only run to incident table , but most likely not for the self service .

So any idea if creating another business rule for Self Service will help ? If yes, any idea how to configure it.

Thanks

Kristine

[ruzzty06]

Are you using CMS or service portal? Also, you are thinking the Business rule only runs for Incident and not Self Service? The Business Rule, ACL, etc. that is related to an Incident will apply to any view   as long as you are accessing an Incident record. So that business rule you captured is running even for Self Service if we are talking about an Incident record under self service.

[patricklatella]

I am facing a similar issue...I need to be able to have non-roled users on a Customer Service Portal to view all the records from the incident table that have the company field matching their company....no matter who created the ticket.  How is this achieved?