Users with snc_internal role are not able to open request type tickets which were created for them

[GaneshErike]

Hi,

Users with snc_internal role are not able to open request type tickets which were created for them.

they are getting "Security constraints prevents the display of this record".

But they are able to open incident and bpo tickets.

I found one ACL which was created to allow users to open their request tickets which were created for them, but still users are getting the same error.

Please help me to resolve this issue.

Thanks,

Ganesh.

[Rohit Singh]

Hi @GaneshErike ,

Is the snc_internal user trying to access request from the native view? If yes then there must be ACL (table.none) configured. Check for all Table.None Operation = read ACL.  

Ideally user with snc_internal role should access request or incident created by them or created for them from the my ticket section in the service portal.

If my response helped, please mark it helpful and accept the solution so that it benefits future readers.

Regards,
Rohit

[GaneshErike]

Hi @Rohit Singh,

Thanks for your reply.

User with snc_internal role is trying to access request created by them or created for them from my ticket section in the service portal.

As checked, I didn't find any Table.None ACL in the instance

Please assist me to resolve the issue.

Thanks.

[Sandeep Rajput]

@GaneshErike Use the Access Analyzer https://www.servicenow.com/docs/bundle/yokohama-platform-security/page/integrate/identity/concept/ac... to debug which ACL is preventing access for the user with snc_internal role.

[Ankur Bawiskar]

@GaneshErike 

please use Access analyzer and see which ACL is blocking

If my response helped please mark it correct and close the thread so that it benefits future readers.