Unable to save encrypted data in protected information field on incident record producer<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Problem When attempting to encrypt a field on the ServiceNow Incident table and populate it through a record producer, users without the required role (typically ITIL) receive an error message stating "Invalid attempt. Encrypted data could not be saved" and cannot submit the catalog item. Steps to Reproduce Navigate to the service portalRequest the specific record producerPopulate the encrypted field with dataSubmit the requestObserve the error: "Invalid attempt. Encrypted data could not be saved" Root Cause The encryption context for the field is tied to a specific role (likely ITIL). Due to ServiceNow's security model, users without this role cannot create or modify records containing encrypted data in that field. The system enforces role-based access control for both protecting and creating records with encrypted fields. Steps to Resolve Grant the Required Role: Ensure all users who need to submit the record producer have the role specified in the encryption contextThis allows them to properly interact with the encrypted field Implement Delegation: Have users with the required role submit incidents on behalf of users without the roleImportant Consideration: This approach requires sharing potentially sensitive information with the delegated user, which may not be appropriate for all scenarios