Non ITIL vs ITIL view of User Profile in Service Portal
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03-07-2019 09:08 AM
Good morning!
I am trying to make the view of the user profile the same for ITIL and Non ITIL users. We have enabled searching for users on our Service Portal and want users to get the same experience on user profile regardless of roles.
I found an article about adding a "Who Can View" related list but am unable to see that in my instance.
Please help!
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03-07-2019 12:11 PM
Hi,
I'm not sure what you're meaning or mentioning the "who can view" related list part, is about, but a lot of this can come down to what the non-itil can see as far as Read ACL and then ITIL. If you go in the back-end to your profile page (click name in upper-right and go to profile), then right-click gray header bar or use hamburger/context menu, go to View > Service Portal. Here you can design out how the view should look then go and check and see. This would be the universal way the profile page would look (plus a few things that the SP adds in like direct reports and such)...try that.
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03-07-2019 12:29 PM
Hey Allen. Thank you for your reply. This is the user profile widget. I have looked at the ACLs and can't find one that would restrict any read access. It's very weird.
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03-07-2019 12:45 PM
Hi, yes. I'm referring to the user profile widget as well.
But the layout and the fields and such (the top portion) are based off the form design for the view "Service Portal" in the back-end...so please follow instructions above if you wish to change the layout.
To further clarify your issue, please attach any screenshot (with blurred out info if you need to) for both views...
Thank you
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03-07-2019 12:49 PM
There is a read ACL sys_user.* which makes it so that only users with a role can read all user profiles. This is an OOB ACL so you could be able to get to it via this link.
https://<Your Instance Name>.service-now.com/nav_to.do?uri=%2Fsys_security_acl.do%3Fsys_id%3D7df70f39c0a801661fb9e679f553c760%26sysparm_record_target%3Dsys_security_acl%26sysparm_record_row%3D5%26sysparm_record_rows%3D36%26sysparm_record_list%3Dname%253Dsys_user%255EORnameSTARTSWITHsys_user.%255EORDERBYname
