Number is not visible on standard ticket Page on portal.

Community Alums
Not applicable

‎03-05-2025 02:21 AM

The issue is on service portal.

The user able to see problem's ticket number but not incident's & change's ticket number.


The user is having snc_external, sn_incident_read, sn_incident_write, sn_problem_read, sn_problem_write, sn_change_read, sn_change_write, sn_customerservice.customer, itil_admin.

Note - Accessing beyond ITSM is not allowed for this user.


I'm attaching the supporting screenshots.

inc.jpgprb.jpg

 

 

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2 REPLIES 2

Ramya V
Kilo Sage

‎03-05-2025 09:37 AM

 

Hi @Community Alums,

Can you check the ACLs for read access on the Incident and Change Request tables? This widget, "Standard Ticket Header," is checking hasReadAccess for the record in the server-side script.

 

Please mark this answer as Helpful if it works for you.

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JStockel
Tera Expert

‎05-16-2025 01:39 AM

Hey, did you find a solution for this?
I'm working with implementing Universal Requests, and this exact behavior just started occurring. I see everything as an admin user, but anyone below that can only see the "Standard Ticket" in the breadcrumbs and no UR000... number.
Also no number shown below that where it usually shows too. 
I've tried opening up a ticket for INC and via other custom table record producers. All provide the same issue.

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