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.

[patricklatella]

Thanks guys...so the goal here is for there to be access for non-roled users in Service Portal to see and add comments to all incident records, regardless of who created them, but filtered so that users can only see incidents that have the "company" field that matches the "company" field on their user record.  This is for a customer facing portal that will be used by several different customers.  So based on what you're both saying, can this be done by only cloning the Simple List widget and making the necessary server script edits?  Or is it definitely doing that widget clone and update, AND also writing a new ACL?  

[pavan9885]

question 1 :  the goal here is for there to be access for non-roled users in Service Portal to see and add comments to all incident records, regardless of who created them,

yes you can edit the simple cloned widget remove the OOB roles so every body can see that 

but filtered so that users can only see incidents that have the "company" field that matches the "company" field on their user record.  This is for a customer facing portal that will be used by several different customers.  So based on what you're both saying, can this be done by only cloning the Simple List widget and making the necessary server script edits? 

Or is it definitely doing that widget clone and update, AND also writing a new ACL?  

You can also provides roles for widgets who can have access  for the widgets in my knowledge 

Mark my Answer correct  if it helps you so it will not removed from service now unanswered questions 

[patricklatella]

thanks pavan, ok so it looks like it'll be a combination of the business rule and ACLs.  really appreciate the help!