question Users with snc_read_only Role Cannot Open Incident Records in Form View in Community Central forum

Users with snc_read_only Role Cannot Open Incident Records in Form View

nikhilmishr — Wed, 07 May 2025 11:17:38 GMT

Hi everyone,

I'm facing an issue with a user who has been added to the following groups:

2nd_Level_PSS (standard access group)
SNC_Read_Only_Group with the snc_read_only role

According to documentation, this role should allow read-only access to records and tables.

✅ What works:

User can load and view tables like Incident, Service Request, Problem Record etc.
They can filter, view all columns, and see the preview of records.

❌ What doesn’t work:

When they try to open a record in form view, they briefly see this error:

"Sorry, your session has expired and we have lost track of your correct page. You have been repositioned to your homepage."

Then, they get redirected to homepage of Dashboards automatically.

Is this a known limitation of the snc_read_only role?
Could this be caused by missing ACLs or client-side scripts preventing form access?

Any insights or solutions would be greatly appreciated.

Thanks in advance!

Nikhil

Re: Users with snc_read_only Role Cannot Open Incident Records in Form View

bevo — Wed, 07 May 2025 12:49:24 GMT

That error is typically a session timeout error. Is it only happening to a single user? If so it may be browser cache/cookies. Can you recreate the issue by impersonating them? If you you remove them from SNC_Read_Only_Group does the form load properly?

Re: Users with snc_read_only Role Cannot Open Incident Records in Form View

Ankur Bawiskar — Wed, 07 May 2025 12:57:45 GMT

@nikhilmishr

that doesn't look like an access issue.

Is that happening to all users or few users?

Inform those users to clear their cache using cache.do and then logout and login and then verify?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Users with snc_read_only Role Cannot Open Incident Records in Form View

nikhilmishr — Wed, 07 May 2025 13:02:19 GMT

Hi @Ankur Bawiskar ,

Thank you for the quick response!

Currently, this issue is affecting only a 3 new users – specifically the trainees who recently joined the organisation and are in group SNC_Read_Only_Group.

They have tried to cleared the cache and still it doesn't work for them.

Regards,

Nikhil

Re: Users with snc_read_only Role Cannot Open Incident Records in Form View

nikhilmishr — Wed, 07 May 2025 13:03:43 GMT

Hi @rwbevo ,

Thanks for the input!

Yes, the error does appear to resemble a session timeout issue. It’s currently affecting a few users, not just one — all of them are part of the SNC_Read_Only_Group.

I’ve tried impersonating one of the affected users and was able to reproduce the issue exactly as described — the error shows up when attempting to open a record in form view.

Regards,

Nikhil

Re: Users with snc_read_only Role Cannot Open Incident Records in Form View

Ankur Bawiskar — Wed, 07 May 2025 13:07:03 GMT

@nikhilmishr

not very sure then

Please raise a case with ServiceNow

Re: Users with snc_read_only Role Cannot Open Incident Records in Form View

Karnapeddireddy — Thu, 26 Feb 2026 17:54:41 GMT

any response on this? I'm facing the same issue