End users cannot view the incidents in service portal

MithileshK
Tera Contributor

‎02-25-2020 08:47 PM

Hi ,

When an incident is raised with "Affected User" as non-itil user (who has only snc_internal role).

Affected users cannot see that incident in "My Tickets" link in service portal.

I have created a ACL on incident table with read access for the same, still no luck.

Please help.

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3 REPLIES 3

Pradeep J
Kilo Guru

‎02-25-2020 09:38 PM

Hi,

Can you explain more! What all steps you did to get this. As per my understand My Tickets widget is not OOTB. Snapshots will help to understand.

 

Regards,

Pradeep DJ

 

 

 

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abhijitkhewale
Mega Expert

‎02-25-2020 09:42 PM

Dear Mithilesh,

 

Please try snc_readonly role for the user and then check for the access.

Also you can add him in the watchlist for the incident updates.

 

Regards,

Abhijit K

 

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asifnoor
Kilo Patron

‎02-25-2020 10:26 PM

Hi,

Check for the before query business rule on the incident table and check if affected_user is considered in that query, otherwise that might be filtering out the incidents. Add and check.

Kindly mark the comment as a correct answer and helpful if it helps to solve your problem.

Regards,
Asif
2020 ServiceNow Community MVP

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