Error message "Record doesn't exist or ACL restricts the record retrieval" appearing when ITIL users try to disallow notifications - Support and Troubleshooting

Error message "Record doesn't exist or ACL restricts the record retrieval" appearing when ITIL users try to disallow notifications Issue  Symptoms When an ITIL user tries to disallow notifications as shown in the below screenshot, getting error,

Record doesn't exist or ACL restricts the record retrieval

Observed below error in the session debug log while reproducing the issue,

11:30:06.582: TIME = 0:00:00.000 PATH = record/sys_user/write CONTEXT = Soufiane MIR RC = false RULE = not evaluated access denied not evaluated not evaluated record/sys_user/write Global log11:30:06.586: No Record found: com.glide.rest.domain.ServiceException: No Record found: com.glide.notification.cmn.RestUtilities.getNoRecordFound(RestUtilities.java:17) com.glide.notification.cmn.RestUtilities.throwNoRecordFound(RestUtilities.java:13) com.glide.notification.preference.service.PostUpdateAllOperation.updateAll(PostUpdateAllOperation.java:50) com.glide.notification.preference.service.NotificationPreferenceRestService.updateAll(NotificationPreferenceRestService.java:211) sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) java.lang.reflect.Method.invoke(Method.java:498) com.glide.rest.handler.impl.ServiceHandlerImpl.invokeService(ServiceHandlerImpl.java:43) com.glide.rest.processors.RESTAPIProcessor.process(RESTAPIProcessor.java:271) com.glide.processors.AProcessor.runProcessor(AProcessor.java:483) com.glide.processors.AProcessor.processTransaction(AProcessor.java:205) com.glide.processors.ProcessorRegistry.process0(ProcessorRegistry.java:178) com.glide.processors.ProcessorRegistry.process(ProcessorRegistry.java:167) com.glide.ui.GlideServletTransaction.process(GlideServletTransaction.java:31) com.glide.sys.Transaction.run(Transaction.java:2038) java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149) java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624) java.lang.Thread.run(Thread.java:748) log11:30:06.587: #944808 [REST API] RESTAPIProcessor : Handling exception No Record found Release Any supported release.

Cause For the affected user, "record/sys_user/write" custom ACL was denying write access to sys_user record.

Resolution Review the record/sys_user/write custom ACL and modify the role condition as per your business requirement.

Additional Information Configure system settings