Zurich: Users unable to submit catalog item. 'INVALID ATTEMPT. ENCRYPTED DATA COULD NOT BE SAVED'

[Sam179]

We have a catalog item which has a variable that then writes to an encrypted field on the sc_task table using a BR. This encrypted field is of type 'Encrypted Text' with Attributes: edge_encryption_enabled=true,no_audit=true,no_sort=true.

BR:

(function executeRule(current, previous /*null when async*/ ) {
    if (current.variables.u_avail_info != "") {
        var availInfo = current.variables.u_avail_info.getValue();
        current.variables.u_avail_info.setValue('');
        current.u_info_a.setValue(availInfo);
    }


})(current, previous);

It was working fine prior to Zurich upgrade. Since the upgrade, users have been unable to submit the item and have been receiving 'INVALID ATTEMPT. ENCRYPTED DATA COULD NOT BE SAVED'. 

I have tried replacing it with masked variable and using getDecryptedValue in BR along with few other things but everything has lead to the same error. I have been scratching my head on this for a while. Any help appreciated.

[Sam179]

Anyone?

[Tanushree Maiti]

Hi @Sam179 

1. The encryption context for the field is tied to a specific role (likely ITIL). Due to ServiceNow's security model, users without this role cannot create or modify records containing encrypted data in that field.

Validate the user's role.

Refer: KB2105462 Unable to save encrypted data in protected information field on incident record producer 

2. Review encrypted field configuration records and consider removing active configurations that are no longer valid.

Refer: KB1587603 Error "Invalid attempt. Encrypted data could not be saved" shows up with Workflow Scratchp... 

3. Ensure your instance is properly using Key Management Framework (KMF), as Zurich has stricter, enhanced security on encryption.

4. Ensure ACLs on the affected tables allow the necessary roles to create or update data

Overall , you can check - What’s New in Zurich: Platform Encryption

[Vishal Jaswal]

Hello @Sam179  

Check this: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2105462