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.

[GaneshErike]

Hi @Ankur Bawiskar,

Thanks for your reply.

I have checked with access analyzer. One ACL with roles - itil, asset is blocking the request access for snc_internal user.

But there is an ACL which allows user to access request tickets which are created for them.

can you please let me know why it is not allowing user to open tickets.

Thanks.

[Ankur Bawiskar]

@GaneshErike 

are you sure no query business rule is restricting?

[GaneshErike]

Hi @Ankur Bawiskar,

When I have checked in Access Analyzer logs, ACL with roles itil, assest is blocking the access.

Thanks,

Ganesh

[Ankur Bawiskar]

@GaneshErike 

The ACL requires either itil or asset role but your user has only snc_internal

So either update the existing ACL and add this role in roles section

OR

create a new ACL on that table and add snc_internal role, please discuss with your customer about it

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

[GaneshErike]

Hi @Ankur Bawiskar,

I would like to inform you that, already there is an ACl with script

if (current.requested_for == gs.getUserId){
answer = true;
}

Can you please let me know why it is not allowing the access.

Thanks,

Ganesh