Create incident record producer disappeared on service portal after upgrade

[Madhu]

Hi

We have recently upgraded our instance to Rome . After the upgrade I can see that the create incident record producer is not showing up on service portal. I can see the record producer on main items under SP but when trying to move it on Service portal via widget it says not authorized. I have tried to move it via icon link widget by updating the URL with sys_id  of record producer but still gives me a error" Record not available or not authorized.

Can anyone please help, its bit urgent?

[Mark Roethof]

Hi there,

You mean not authorized when opening the Record Producer?

Is this with your admin account? Or for end-users? Have you validated that there are no blocking User Criteria for example?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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[Madhu]

I have the admin role but when I try to access the create incident record producer on service portal it give the below error.

[Mark Roethof]

And the sys_id mentioned, is it valid (and active)? Can you open that in the Platform UI?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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[Mark Roethof]

Hi there,

Any follow-up needed? Or was my answer sufficient?
Let me know.

If your question is solved, please close the topic by marking my answer as correct. This will help others searching for a similar question and will remove the topic from the unsolved list.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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