Special Handling Notes for multiple Tables

[Alex Kraemer]

Hi all

I have configured Special Handling Notes (including the form layout for the pop-ups) and so far everything works as it should when I open the SHN on the appropriate table.

But now we have e.g. the use case that a user is locked and so I have created a SHN on the sys_user table for this user. The user is present in the Incident, Call, Change Request, Problem, Case etc. as a reference field.

When I open an Incident, the SHN is displayed correctly if the user is the Caller. The SHN also appears in the Call.

But in the Change Request, Problem, Case and also in the Request the SHN does not appear. The layout for the pop-ups is customized in all tables as mentioned earlier.

I am not clear why it works in two tables and not in the other tables.

For example, if I create a SHN for the Change Request table and query the user there, it appears as well.

Thanks for inputs and greetings
Alex

[Sai Kumar B]

Yes you have to define the reference fields as well in SHN configuration records

If I could help you with my response you can mark it as helpful and correct as it benefits future viewers
Thanks,
Sai Kumar B
Community Rising Star 2023 & 2022

[Emil DK]

I had the same issue. I did a ACL debug on creating a SHN. It seems (for some weird reason) that you need access to a "Create" ACL on the table you want to do a SHN on. After adding that ACL to some users who didn't have access, they were able to select from that table ("customer_account" in this example) 

[Emil DK]

I have found a script includes that minimizes the amount of tables in Special Handling Notes. IT is called "SHNTables" and in the code it ignores tables if you are not allowed to create records in these tables. So you need to modify this script to i.e. canRead() instead of canCreate(). Here is the code from the script:

var SHNTables = Class.create();

SHNTables.prototype = {
    initialize: function() {
    },
       process: function() {
        var result = [];
        var gr = new GlideRecord("sn_shn_configuration");
        gr.query();
        while(gr.next()){
             if (!this._shouldIgnoreTable(gr.table_name))
                result.push("" + gr.table_name);
        }
        return result;
    },

     _shouldIgnoreTable: function(name) {
        var gr = new GlideRecord(name);
        if(gr.isValid() && gr.canCreate())
            return false;
        return true;
    },
    type: 'SHNTables'
};