Internal Server Error (500) error when opening Operator Workspace for non-administrator users - Support and Troubleshooting

Internal Server Error (500) error when opening Operator Workspace for non-administrator users Description Internal Server Error (500) error is observed when opening Operator Workspace with non-administrator users.

Using Browser Developer Tools, we can capture the following errors: ===== [NOC.getSpecificUserViewEffect.updateSpecificUserViewFailed]: Received updateSpecificUserViewFailed [NOC.userViewMutationEffect]: Received mutateUserViewFailed [NOC./api/sn_nocpit/nocpit/GroupTree]: {error: {…}, status: 'failure', statusCode: undefined, caller: '/api/sn_nocpit/nocpit/GroupTree'} =====

When loading Operator Workspace, we are trying to construct the Group Tree to populate "Group by - Service group..." option. This is the source of the failure and the Group Tree is not loaded. If opened by user with "admin" role, the Group Tree is populated.

Release or Environment Any

Cause In most cases, the issue is caused by user is not able to open cmdb_ci_service_group record for "ALL", which is the default root parent. This is normally caused by the existence of "Before Query" Business Rule that restrict users from opening the record. In case the user is able to open cmdb_ci_service_group record for "ALL" , check if there is extra restriction on "ALL" service group in the sa_svc_group_responsibilities table. Resolution Use debug Business Rule to find out any "Before Query" execution on cmdb_ci_service_group for "ALL" record. Delete any restriction on "ALL" group in sa_svc_group_responsibilities table. There should be no restriction on this record. See Documentation: https://docs.servicenow.com/bundle/rome-it-operations-management/page/product/service-mapping/task/control-user-access-to-business-services-2.html Additional Information Checking the node log will give the following output:

====== 2022-03-08 01:04:38 (052) Default-thread-15 2E49F5EE874A4950181184490CBB3506 txid=8999392e870a #86630 [REST API] BatchItemExecutor : *** Start batch item /api/sn_nocpit/nocpit/GroupTree?timestamp=1646730235000&includeBusinessServices=true with id=cl0hwoufx0004_uxf0yzkxhyf 2022-03-08 01:04:38 (053) Default-thread-15 2E49F5EE874A4950181184490CBB3506 txid=8999392e870a User agent with HTTP/1.1 and no encoding: null 2022-03-08 01:04:38 (064) Default-thread-15 2E49F5EE874A4950181184490CBB3506 txid=8999392e870a BusinessServiceManager: Service group id 0e7a06157f10310016181ccebefa91ce is not permitted for roles sn_request_read, .......,evt_mgmt_operator,cmdb_read,dependency_views 2022-03-08 01:04:39 (201) Default-thread-15 2E49F5EE874A4950181184490CBB3506 txid=8999392e870a SEVERE *** ERROR *** Impact Calculation: Predefined 'All' group was not found 2022-03-08 01:04:39 (203) Default-thread-15 2E49F5EE874A4950181184490CBB3506 txid=8999392e870a Couldn't decipher the stack trace resulting from the following JavaScriptException: ======