Service Portal - What's the difference between id=form and id=ticket?

[hanaphouse]

What caused the error that id=form says "Record not found" when a non-ITIL user uses that URL to view a record's detail.

Visible to non-ITIL:

https://<instance>.service-now.com/sp?id=ticket&table=incident&filter=&sys_id=a90e30241bf928ac5300419ead4bcb9d

Not Visible to non-ITIL (throws error: Record Not Found):

https://<instance>.service-now.com/sp?id=form&table=incident&filter=&sys_id=a90e30241bf928ac5300419ead4bcb9d

[Allen Andreas · Accepted solution]

Hi,

The difference between "form" and "ticket" is that they are completely separate portal pages.

Where form has only a "form" widget on it and ticket has many widgets on it and is used by default for most records.

Form can be used to point a record to it if needed (you just need to use the right URL format as seen in this link: https://docs.servicenow.com/bundle/paris-servicenow-platform/page/build/service-portal/concept/form-...). Since it's just hosting the widget and the form can be built differently.

Ticket is static and has the same layout due to the same widgets, etc.

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

[Pranesh072]

You are getting this error due to read ACL on incident record that non-itil user cannot view the records of another caller.