hi everyone,
We have this catalog form where one of the field is reference to Printer [cmdb_ci_printer]. However, only users with ITIL role can see values of this field.
For NON-ITIL users, it says "No matches found"
What's causing this issue and how to fix this?
Greetings @Irene M. This is likely due to an Access Control (ACL) that is preventing "read" access to the Printer table. If you have the Admin role in your ServiceNow instance, you can take advantage of the Access Analyzer by navigating to All > Access Analyzer > Analyze Permissions.
ServiceNow documentation link: Access Analyzer
From there, you are directed to a new screen where you are prompted for a specific User, Table, Record, and Field. In your case, you are primarily interested in the User and Table. Once you have provided the necessary inputs, you will click Evaluate Access.
Once the evaluation has completed, it will return the Access results.
Here, you will finally be able to determine why or what Role is preventing the impacted user from accessing or "reading" the Printer records.
TLDR: If you have not made any significant customization to your ServiceNow environment's ACLs and Roles, it is likely the impacted user does NOT have the "cmdb_read" Role. This Role is inherited from the "itil" Role. To resolve your issue without granting full "itil" Role, you could create a new ServiceNow Group and assign the "cmdb_read" Role to the new Group. Once the impacted User(s) is added to this new Group, they should be able to see "read" the Printer records. I hope this information is helpful.
