Symptoms
The Glide record query to a table is not working under the below scenario,
- When an end user ( user without no role) is forcefully redirected to Service Portal via property "glide.entry.first.page.script"
- When the snc_internal and snc_external roles exist on the instance, but "Explicit Roles" plugin was not active
- Glide Record query is invoked from a Script Include
While the issue was occurring, we could observe below exception,
TypeError: Cannot convert null to an object. Param table: incident Param sys_id: xxxxxxxxxxxx Current user sys_id: xxxxxxxxxxxx : no thrown error
Release
Any supported release.
Cause
The GlideRecord query was failing due to the reason that snc_external and snc_internal roles appear to be manually added/imported to the instance although the "Explicit Roles" plugin was inactive.
Resolution
Take a back up and delete the manually added/imported snc_external & snc_internal roles. If you don't have access to remove them, please open a HI case to clean them up.
Ideally, activating the "Explicit Roles" plugin would automatically create snc_external & snc_internal roles.
Additional Information
Activate the Explicit Roles plugin