Symptoms

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Certain fields like Short Description, Description, Comments, etc. are not visible in Service Portal widgets

Release

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Any release supporting Service Portal

 

Cause

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Issue is most likely caused as a result of failing ACLs

Resolution

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• Reproduce the issue in Service Portal with Debug Security turned on
• View the ACL debug data by accessing monkey.do ex. instancename.service-now.com/monkey.do
• Re-configure any failing ACLs that are causing this issue to resolve the field visibility

Additional Information

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• https://docs.servicenow.com/csh?topicname=c_SessionDebug.html&version=latest