Certain users can view their assessment instance, but cannot view the questions on the assessment

[Matthew Medina]

I have an incident open in regards to a few users not being able to take their survey/assessment that is assigned to them.  Majority of users have no issue viewing their assessment instance and questions.  When granted the admin role, they are able to see their questions, so this tells me that it is role based.  However, I have tested with a user that has only the following roles and they are able to take their survey/assessment instance just fine:

everyone

snc_internal

sn_imt_core.privacy_consent_user

sn_imt_quarantine.crisis_task_user

The users who cannot view the questions also have the above roles.  They also have survey_admin, survey_creator, and assessment_admin.  All with no luck.

I have ran the security debugger under their impersonation, cleared the log, then clicked their survey link and all ACL checks pass as well.

Any help is appreciated, please see attached screenshots.

[Mike_R]

Anything strange or different about that case task that it's related to CTSK0005500? Curious, does the user have access to that case task?

[Matthew Medina]

The assessment instance/survey is associated to that case task, but the user only has access to the assessment instance/survey.  This is true for all users, even the users that do not have this issue.

User submits case task for themselves -> assessment instance/survey gets sent to user whom is the assigned to person of that assessment instance/survey

These users have access to open the survey and even submit it, but they cannot see the questions at all.  So when they submit the survey, the answers come in as blank, even though most questions are mandatory fields.

[Mike_R]

What about from the Portal view, can they see the questions there?

instanceName.service-now.com/sp?id=my_surveys

Just trying to narrow down whether it's an issue with the assessment_take2 UI page or an ACL.

[Matthew Medina]

For users that can see questions, the service portal will allow them to take their survey.

For the few that cannot see questions, the service portal says 'You are not authorized or the record is not valid'