Employee Center (ESC) read access errors after Rome upgrade

Mark Roethof · ‎10-05-2021

Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field

Hi there,

The past few weeks a lot of questions have been posted on the ServiceNow Community regarding read access errors on Employee Center, after having upgraded to the new Rome release. I experienced exactly the same on my Personal Developer Instance and with one customer. Let's give this some extra attention and explanation on how to fix these errors.

Note:
This affects instances running Employee Center version [sn_ex_sp] and Human Resources Scoped App: Core [sn_hr_core]. Instance without Human Resources Scoped App: Core, won't be affected.

Read Access errors

When opening Employee Center (/esc), several error messages will be shown on load. Below an example of an out-of-the-box Rome instance with only having Employee Center and Human Resources Scoped App: Core installed.

With installing plugin Human Resources Scoped App: Core, several scoped applications are installed. These scoped applications would need cross scope access privilege for the Employee Center scoped application. Somehow out-of-the-box the Read operation is generated with status "Requested", though not with status "Allowed".

Allow Restricted Caller Access Privilege

To allow the Read operation for the cross scoped access privilege shown above, follow these steps:

- Using an account with an Admin role, navigate within the Platform UI to "System Applications > Application Restricted Caller Access"
- Filter on Source Scope is Employee Center AND Status is Requested [source_scope=4249e63a28d54d61bb6fbf61fd86cccb^status=0]
- Open each record individually, change the Status to Allowed, and update the records. Be sure to select the correct Application Scope!

Result

After having updated all Restricted Called Access Privilege records for Source Scope Employee Center which were in Status Requested, re-open (or refresh) the Employee Center (/esc). Notice that on load no errors are generated anymore.

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And that's it. Hope this helps you in resolving the Employee Center read access errors.

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Kind regards,

Mark Roethof

ServiceNow Technical Platform Architect @ Quint Technology

2x ServiceNow Developer MVP

2x ServiceNow Community MVP

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Oliver13 · ‎10-19-2021

Hi Mark,

I changed all to allowed but there are still the same errors.

And why I still have the old ESC?

Could you please help?

Thank you

Mark Roethof · ‎10-19-2021

Hmmm I think your issue is a bit different. As the look and feel of your image is not the updated Employee Center though the old Employee Service Center. Can you verify?

Kind regards,
Mark

Oliver13 · ‎10-19-2021

Yes, I verify that it is still the old ESC. But I have activated the Employee Center Pro.

I tried another instance and this Employee Center is cause a lot of issues 😞

Mark Roethof · ‎10-19-2021

Verify if your portal record has been updated correctly. With the new Employee Center (EC) components.

For example:

Kind regards,
Mark

Oliver13 · ‎10-19-2021

I just changed it to be the same as yours and it seems to work.

But I wonder why I can't see the access to HR catalog, there's only one Org Chart and the warning is still shown

Mark Roethof · ‎10-19-2021

I don't have an immediate answer on this.

Can you create a question in the Employee Center community? Others will see your question there.

Kind regards,
Mark

Oliver13 · ‎10-19-2021

Thank you so much for your help Mark. I just posted it, I hope someone could help. Have a nice evening/day.

Harshvardhan11 · ‎10-22-2021

Are the related list in portal i.e. catalogs, search sources, taxonomy etc have some values. I was facing same issue but adding the catalogs etc updated the portal.

Loudigi · ‎10-25-2021

Hi @Oliver I had had a similar issue. There's actually 3 waves of Caller access privileges that you must address, well at least for my instance. So just go back to the list and allow the new set. When returning to the portal, you may see another set, allow those as well until you don't get the errors.

I hope that helps.

Harshvardhan11 · ‎10-26-2021

Also for me, the taxonomy were not mapped to catalog items, hence was not able to see the header menu (IT, HR).

I had to associate connected content to a topic, then only the header started showing different options.

Pooja Gupta1 · ‎10-27-2021

Hello all, The product team has posted a script to easily resolve the RCA errors. Here are the link to it

https://store.servicenow.com/sn_appstore_store.do#!/store/application/4249e63a28d54d61bb6fbf61fd86cc...

And, here are product docs that provide details on how to run this script.

Dominik von Fi1 · ‎12-10-2021

Nice, thank you!

Dominik von Fi1 · ‎12-10-2021

You can "repair" the taxonomy plugins an tick the checkbox "load demo data". This will update the connected content records and you dont have to associate them manually.

Noveen · ‎03-15-2022

Thanks Mark, i had a similar issue with 'todoPageUtils' and your solution fixed it. Regards.

SusanWinKY · ‎06-06-2022

For what it's worth, we do not have the Human Resources Scoped App: Core installed, but we receive cross-scope privileges message using the Favorites page after we recently upgraded Employee Center (not pro).

In particular, the new Favorites page/widget is throwing the error whenever someone tries to un-favorite something in the list. Note that we do not use Employee Center yet but are looking to incorporate some of the pages/widgets into our existing service portal... one of those being the improved Favorites layout.

We had 2 RCA privileges showing as Requested. Flipping those to Allowed did not solve the errors.

This is also happening in my PDI where I have Employee Center (not pro) installed.

There was one RCA privilege as Requested in my PDI. Flipping that to Allowed did not fix the error.

Is this a known issue? Is there anything we can do to fix it?

Reddy34 · ‎06-08-2022

Thank you for sharing the Article , it is very helpful.

Afsar Hussain · ‎08-10-2022

Hi,

I have followed the above article shared by you.

The status is already set to 'Allowed' but even though I am seeing the same error.

Regards,

Afsar

Mark Roethof · ‎08-11-2022

Can you share any details?

Kind regards,
Mark

Shiva prasad t · ‎08-19-2022

Hello @Mark Roethof

I am done some changes to Employee center portal in dev instance and migrated that update sets to the Prod environment. But in the prod when i opened employee center portal i am seeing these kind off errors. how should i solve those ?

Mark Roethof · ‎08-19-2022

Can you describe what kind of changes you made?

Kind regards,
Mark

Shiva prasad t · ‎08-22-2022

Hello @Mark Roethof

Here what i did configured :

1. We changed the background color

2. we created Quick links to show it is in the quick link widget on the home page

3. we created some categories under IT in employee center taxonomy.

4. We disabled HR category which is OOB.

Mark Roethof · ‎08-22-2022

Can't simulate it at the moment unfortunately: PDI is down since a few days.

Kind regards,
Mark

Shiva prasad t · ‎08-22-2022

Ok @Mark Roethof

Thank You!

Afsar Hussain · ‎08-24-2022

yes,

Please find the attachment.

When I am trying to checkout any published article or trying to delete any draft article, I am getting this error message.

Regards.

Afsar

Gunashekar · ‎12-05-2022

This resolved my issue. Thank you Mark 🙂

Akalu · ‎03-24-2023

Hi Tera Guru,

I got the same error you have in your screenshot.

Also Employee Center core application is not accessable through application picker.

I checked from record from (sys_scope) the application is active.

I tried to create Restricted Caller Access Privilege record but I got "Administration for Employee Center Core required".

I appriciate your help.

Cheers,

Akalu cherie

Akalu · ‎03-24-2023

TrishantG · ‎08-24-2024

getting below error in portal

Mark Roethof · ‎08-24-2024

@TrishantG Your error message doesn't immediately look related to this article. You can post a question on the Community and adding information on how this is happening, since when, what changed, etc..