Troubleshoot permissions on a responsive dashboard

Dashboard permissions can be set in several different locations. When troubleshooting permissions on responsive dashboards, check all of the following locations.

Before you begin

For some of these steps, you must be the pa_power_user, pa_admin, or admin role.

Procedure

  • Check the permissions on the Dashboard Sharing pane.
    This step can be performed by the dashboard owner, users with the admin role, and users with the pa_power_user or pa_admin role who can edit the dashboard.
  • Review permissions of the group the dashboard belongs to. Dashboard group permissions do not show up in the dashboard Sharing panel.
    This step can be performed by users with the admin, pa_power_user, or pa_admin role.
  • Compare the dashboard and dashboard group permissions. If permissions are specified on a dashboard, the permissions on the dashboard group are overridden and no do not apply.
    This step can be performed by users with the admin, pa_power_user, or pa_admin role.
  • On the dashboard properties form, review the roles specified in the Restrict to roles field. Only users with one of the roles specified in this field can view the dashboard.
    This step can be performed by the dashboard owner, users with the admin role, and users with pa_power_user or pa_admin roles who can edit the dashboard. Other users who can edit the dashboard can view this field but cannot edit it.

Dashboard permissions lost after upgrade to Istanbul

If responsive dashboards functionality is not immediately activated after upgrading to Istanbul, dashboard permissions can be lost.

If an instance is upgraded to Istanbul but responsive dashboards functionality is not immediately activated (that is, the glide.cms.enable.responsive_grid_layout property is false), dashboard permissions will be lost in the following situations:
  • Dashboards that are created after upgrade but before the activation of responsive dashboards
  • Permissions made to any dashboard after its Owner field has been populated
Only the dashboard owner will be able to see new dashboards after responsive dashboards are enabled. At that point the owner will need to reset permissions manually. See Dashboard permissions.

Dashboard permissions scenarios

Permissions on ServiceNow dashboards can be complicated. If you set a permission on a dashboard group, for example, permissions set on a dashboard within that group override it. This matrix shows what is visible based on various combinations of permissions.

The Dashboard permissions scenarios table uses these abbreviations:
Table 1. Dashboard permissions scenarios
Scenario DG DG Permission DB view permission DB edit permission RTR Who can view the DB?
No DG, no DB permissions X X X X X Only the owner
Only RTR X X X X asset Only the owner
Only DB permissions X X itil X X Users with the itil role
DB permissions and RTR X X itil X asset Users with both the itil AND asset roles
Only DG without permissions Exists X X X X Users with either the pa_admin role OR the pa_power_user role
DG without permissions and RTR Exists X X X asset Users with both the asset role AND either the pa_admin role OR the pa_power_user role
Only DG and DG permissions Exists itil X X X Users with either the itil role OR the pa_admin role OR the pa_power_user role
DG, DG permissions, and RTR Exists itil X X asset Users with both the asset role AND either the itil role OR the pa_admin role OR the pa_power_user role
DG, DG permissions, and DB permissions Exists itil itil_admin X asset Users with both the itil_admin role AND the asset role
DG, DG permissions, DB permissions, and RTR Exists itil itil_admin X X Users with the itil_admin role
The default permissions for a dashboard group are pa_admin and pa_power_user. If a permission, such as itil, is specified on the dashboard group, this permission is added to the default permission. Permissions on individual dashboards override the dashboard group permission.