GlideRecord query on a specific table is not working for non-role (end user) user - Support and Troubleshooting

GlideRecord query on a specific table is not working for non-role (end user) user Issue  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 Explicit Roles

Activate the Explicit Roles plugin