UI Policies not applying on CSM workspace remote record producers

[MattCD]

Hi all

Hoping @Kenny Caldwell has a better solution or maybe this is a bug for the product team.

We ran into an access issue with CSM Workspace / Service Bridge Remote Record Producers. Per ServiceNow KB: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3159115, in the CSM Workspace users must be in the available for, on the related catalog item for UI policies to work on the produced case record.

On the provider side users had the sn_sb.requestor role and were part of the appropriate fulfillment team, but they still did not satisfy the Available For criteria.

Workaround:

The workaround was to add a user criteria such as Internal Users to the provider-side Available For field on the sn_sb_pro_remote_record_producer.

It seems counterintuitive that having the sn_sb.requestor role on the provider side is not enough. I would expect these users to automatically be included when evaluating access to the Remote Record Producer.

[Kenny Caldwell · Accepted solution]

Hi @MattCD,

The KB article you referenced appears to be a workaround. Internal notes on the KB point to a problem record that documents the same behavior for Requested Items and Catalog Tasks. Once that problem is resolved, the fix should also address this issue and remove the need for the user criteria.

Regarding the sn_sb.requestor role: in Service Exchange for Consumers, this role is required to access and submit a Remote Record Producer (RRP). It also allows users to update a provider task, for example by adding comments.

In Service Exchange for Providers, users should update the parent record generated from the RRP (for example, the incident or case), not the provider task. As a result, users in Service Exchange for Providers should not require the sn_sb.requestor role.

The sn_sb.requestor role was added to the Service Exchange Base application in case a future use case requires it in Service Exchange for Providers.

[Kenny Caldwell · Accepted solution]

Hi @MattCD,

The KB article you referenced appears to be a workaround. Internal notes on the KB point to a problem record that documents the same behavior for Requested Items and Catalog Tasks. Once that problem is resolved, the fix should also address this issue and remove the need for the user criteria.

Regarding the sn_sb.requestor role: in Service Exchange for Consumers, this role is required to access and submit a Remote Record Producer (RRP). It also allows users to update a provider task, for example by adding comments.

In Service Exchange for Providers, users should update the parent record generated from the RRP (for example, the incident or case), not the provider task. As a result, users in Service Exchange for Providers should not require the sn_sb.requestor role.

The sn_sb.requestor role was added to the Service Exchange Base application in case a future use case requires it in Service Exchange for Providers.

[MattCD]

Fair enough.  @Kenny Caldwell thanks for sharing that this is a known issue on the CSM Workspace that is intended to be fixed. Is there a target release yet?

[Kenny Caldwell]

No. Not yet.

[Kenny Caldwell · Accepted solution]

@MattCD this is platform feature. Target release is Canada.