We recently went live with Service Portal for one of our customers and they noticed that when creating an incident via a record producer, the "options" (variables) are only visible by the "opened by" user. There is a need to allow Watch List users to see this information.
I have tried modifying the widget by updating the line that toggles the display by removing the "IF". This allowed the "options" glyphicon to display, but no data was displayed below it:
<!-- <div ng-if="data.variables.length > 0" ng-init="c.variable_toggle = true"> -->
<div ng-init="c.variable_toggle = true">So, i figured this must be an ACL restriction, however looking at the OOTB ACLs, there is only one ACL for the question_answer table and modifying (and even deleting) did not seem to allow the variables to display. Even more perplexing is the fact that even ADMIN's cannot see the data...
See screenshots below. Is this a further ACL problem i am facing or is the issue in the widget?
Are you sure that your user is not the caller_id value of the incident you are looking at? Try using three different people as caller_id, opened_by and created_by...
I took a look and when adding the OOTB widget to the page, i get the same effect: only the caller_id user can see options (ver: glide-london-06-27-2018__patch2-09-19-2018)
OOTB (London) code for the Ticket Fields widget:
HTML
<div ng-if="data.canRead" class="panel b">
<div class="panel-heading bg-primary">
<div ng-init="spSearch.targetRequests()">
<sp-c-link target="form" table="data.table" id="data.sys_id"/>
</div>
<h2 class="sr-only">${Ticket details}</h2>
<span ng-if="data.agent" >
${Agent working on this {{data.tableLabel}}}:
<div>{{data.agent}}</div>
</span>
<span ng-if="!data.agent && data.agentPossible" >${Your request has been submitted}</span>
<span ng-if="!data.agentPossible">${{{data.tableLabel}} record details}</span>
</div>
<div class="panel-body">
<dl class="ticket-fields" ng-if="data.fields.length > 0">
<dt class= "col-md-6 col-sm-12 col-xs-6 break-word"
ng-if="field.value && (field.type != 'decimal' || field.type == 'decimal' && field.value != 0)"
ng-repeat-start="field in data.fields">{{field.label}}</dt>
<dd class= "col-md-6 col-sm-12 col-xs-6 break-word"
ng-repeat-end ng-switch="field.type"
ng-if="field.value && (field.type != 'decimal' || field.type == 'decimal' && field.value != 0)">
<div ng-switch-when="glide_date_time" title="{{field.display_value}}">
<sn-time-ago timestamp="::field.value" />
</div>
<div ng-switch-default >{{field.display_value}}</div>
</dd>
</dl>
<div ng-if="data.variables.length > 0" ng-init="c.variable_toggle = true">
<button class="h4 options-btn" ng-click="c.variable_toggle = !c.variable_toggle" aria-expanded="{{c.variable_toggle}}" aria-controls="variables-toggle">
<span style="font-size: 12px;" class="glyphicon" ng-class="c.variable_toggle ? 'glyphicon-chevron-down' : 'glyphicon-chevron-up'"></span>
${Options}
</button>
<div ng-if="c.variable_toggle" id="variables-toggle" aria-hidden="{{!c.variable_toggle}}">
<hr role="presentation">
<div class="m-b break-word" ng-repeat="variable in data.variables | filter:{visible_summary:true}">
<label class="m-n">{{variable.label}}</label>
<div>{{variable.display_value}}</div>
</div>
</div>
</div>
</div>
<div ng-if="data.agentPossible && !data.agent && options.pickup_msg" class="panel-footer">
<div id="ticket_fields_footer" class="text-center text-muted" style="font-style: italic;" ng-bind-html="data.pickupMsg">
</div>
</div>
</div>
CSS
.options-btn {
border:none;
background-image:none;
background-color:transparent;
-webkit-box-shadow: none;
-moz-box-shadow: none;
box-shadow: none;
}
.ticket-fields {
margin-left: -7px;
margin-right: -8px;
-webkit-margin-before: 0;
-webkit-margin-after: 0;
dt {
//font-weight: normal;
margin-bottom: 10px;
}
dd {
margin-bottom: 10px;
}
}
Server
(function(){
data.pickupMsg = gs.getMessage(options.pickup_msg);
var gr = $sp.getRecord();
if (gr == null)
return;
data.canRead = gr.canRead();
if (!data.canRead)
return;
var agent = "";
var a = $sp.getField(gr, 'assigned_to');
if (a != null)
agent = a.display_value;
var fields = $sp.getFields(gr, 'number,state,priority,sys_created_on');
if (gr.getValue("sys_mod_count") > 0)
fields.push($sp.getField(gr, 'sys_updated_on'));
if (gr.getValue('price') > 0)
fields.push($sp.getField(gr, 'price'));
if (gr.getValue('recurring_price') > 0) {
var rp = $sp.getField(gr, 'recurring_price');
if (gr.isValidField("recurring_price"))
rp.display_value = rp.display_value + " " + gr.getDisplayValue("recurring_frequency");
fields.push(rp);
}
if (gr.isValidField("quantity"))
fields.push($sp.getField(gr, 'quantity'));
data.tableLabel = gr.getLabel();
data.fields = fields;
data.variables = $sp.getVariablesArray();
data.agent = agent;
data.agentPossible = gr.isValidField("assigned_to");
data.table = gr.getTableName();
data.sys_id = gr.getUniqueValue();
})()
Client
function ($scope, spUtil) {
spUtil.recordWatch($scope, $scope.data.table, "sys_id=" + $scope.data.sys_id);
}
Schema
[{"name":"pickup_msg","section":"Presentation","label":"Pickup message","type":"string"}]
NOTE: There are no Angular Providers nor Templates associated with this widget.
The long-and-short of it is: I need anyone that can access the ticket via portal (watch list users, caller, opened by) to see the ticket AND the options (variables). Currently, these users are able to see the ticket (updated "read" ACL on incident table to include watch list users), but not all users can see the options (variables)...only the caller_id user can see them. The only ACL on question_answer is the one OOTB that has no defined roles. I tried deleting the ACL (backed up in XML before doing so) and this had no effect...
It has to be something simple i am overlooking, but it sure feels like an ACL issue...
