question Re: Incident description field not updated via API call in Developer forum

Incident description field not updated via API call

SP6 — Tue, 18 May 2021 15:44:45 GMT

Was trying to create incident in ServiceNow via the below API curl call but the incident description field is not updated for regular users, it works for admin though! There was an access control (ACL) for description which I deleted but still the description field is blank when incident is created.

Curl Call -

curl --location --request POST 'https://dev80009.service-now.com/api/now/table/incident' \
--header 'Accept: application/json' \
--header 'Content-Type: application/json' \
--header 'Authorization: Basic dGVzdDp0ZXN0' \
--header 'Cookie: BIGipServerpool_dev80009=2609075978.55360.0000; JSESSIONID=03AB5C528F99C3FE4CA1954E3EAA8747; glide_user_activity=U0N2MzpVb1RSTjJDSG9ZOEJTQnR2eWFIQ0tqNmRROFZCcVQzTTpPRWpoYm1jZVBML28vWktCT0E5Y2VYclNac0pldXpsQmpINlBLV251ZktrPQ==; glide_user_route=glide.e0bd65849cb91a6b8a16a2533b5fca6d' \
--data-raw '{"short_description":"short test","description":"test"}'

Can someone suggest what should be done here?

ACL which was deleted -

NO ACL for description -

Postman result with description blank -

Re: Incident description field not updated via API call

Allen Andreas — Tue, 18 May 2021 15:57:15 GMT

Hi,

So if there is no ACL for table.field, but the table is extended from another table, and that field derives from this other table...then it will use that parent table's ACL for that field (if applicable).

With that said, there is an ACL for task.description which requires: itil or task_editor roles to edit it.

So either create a new write ACL for the incident table.description and adjust role and/or condition as appropriate or consider revising this one that is out of box, but I would suggest against doing that.

You can also debug security rules yourself as that end-user (impersonate) and see that they'd be unable to write to it: https://docs.servicenow.com/bundle/quebec-platform-administration/page/administer/contextual-security/concept/c_AccessControlRulesDebug.html and why.

Please mark reply as Helpful/Correct, if applicable. Thanks!

Re: Incident description field not updated via API call

Prasad Pagar — Tue, 18 May 2021 15:58:23 GMT

Hi SP,

Did you checked with static value?

Is your Description have special characters?

Have you tried it with REST API Explorer?

Thank you
Prasad

Re: Incident description field not updated via API call

AlokD6499012040 — Tue, 18 May 2021 16:17:02 GMT

Hi,

Create a new ACL on incident description field as below and your issue will be resolved.

This will allow your service account to update the incident description without any role restriction.

Now, talking about the situation where OOB ACL (which you deleted) is existing.

In that case you could have done by creating another write ACL on Incident Description field with condition as below:

Kindly mark my answer as Correct and Helpful based on the Impact.

Regards,

Alok

Re: Incident description field not updated via API call

Allen Andreas — Wed, 19 May 2021 12:43:20 GMT

Hi SP,

Please let me know if you need further assistance.

If my reply above helped guide you Correctly, please mark it as Correct.

Thanks!

Re: Incident description field not updated via API call

Allen Andreas — Thu, 20 May 2021 13:09:31 GMT

Hi SP,

Please let me know if you need further assistance.

If my reply above helped guide you Correctly, please mark it as Correct.

Thanks!

Re: Incident description field not updated via API call

AlokD6499012040 — Fri, 21 May 2021 17:18:23 GMT

Hi,

Hope you are doing well!

Just following up, did my response or the other response answered your query then please do mark the appropriate answer as Correct and close this thread.

Regards,

Alok

Re: Incident description field not updated via API call

Allen Andreas — Fri, 21 May 2021 18:56:59 GMT

Hi SP,

Please let me know if you need further assistance.

I covered this above initially about why there is an issue with the incident description field and explained to either adjust that ACL as you need OR....create a write ACL for the incident.description field. Please refer to my reply above that was initially sent.

If my reply above helped guide you Correctly, please mark it as Correct.

Thanks! 🙂

Re: Incident description field not updated via API call

SP6 — Mon, 24 May 2021 07:10:02 GMT

Thanks Alok! This was helpful!

Re: Incident description field not updated via API call

SP6 — Mon, 24 May 2021 07:16:05 GMT

Thanks Allen for the help! Marked this helpful!

Re: Incident description field not updated via API call

Allen Andreas — Mon, 24 May 2021 14:13:09 GMT

Hi,

Alright, that's fine.

Just to reiterate again, I covered creating the ACL in my post above, but also wanted to explain why you'd have to.

Thanks and take care!

Re: Incident description field not updated via API call

Anil83 — Wed, 15 Dec 2021 10:20:04 GMT

After going to access controls tab, I cant see button to create new access control.

Mine is developer account. How can I get access to create access control?

Re: Incident description field not updated via API call

Anil83 — Wed, 15 Dec 2021 10:28:40 GMT

I am unable to create new ACL from my account.

Mine is developer account. do we need to do any configuration/setting changes to access creation of new ACL ?

Re: Incident description field not updated via API call

AlokD6499012040 — Wed, 15 Dec 2021 12:14:31 GMT

Make sure you have security_admin role and you elevated the security admin role to make any changes to ACL or create a new one.