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ServiceNow Australia Release Cross-Scope Access and Restricted Caller Access 

ServiceNow Australia Release Cross-Scope Access and Restricted Caller Integration Impact

Overview

After upgrading to the ServiceNow Australia release (2026), you may experience issues with the HappySignals integration, such as:

  • Surveys not being triggered
  • Data not being sent to HappySignals
  • Errors related to script execution

These issues are typically caused by stricter security controls on cross-scope access between applications.

What Changed in ServiceNow

ServiceNow now enforces more granular and explicit access control between application scopes:

  • Access between applications must be:
    • Explicitly defined (cross-scope privileges)
    • Explicitly approved (Restricted Caller Access, when enabled)
  • Implicit or inherited access is no longer sufficient

This particularly impacts integrations that rely on multiple related tables or objects.

Why This Affects HappySignals

The HappySignals integration relies on access to:

  • Ticket data (e.g. incident, request)
  • User-related data (caller, requested for, etc.)
  • Script Includes to trigger surveys

These operations often involve multiple tables across scopes, not just one.

Important Change: User and Related Tables (e.g. Location)

Before Australia release

  • Accessing the User table (sys_user) was often enough

  • Related data such as:

    • Location

    • Department

    could be accessed indirectly via the user record

After Australia release

  • Access is enforced per table and per operation

  • Having access to sys_user is no longer enough

You must explicitly allow access to:

  • sys_user (User)

  • cmn_location (Location)

  • Any other referenced tables (e.g. company, department)

Impact on HappySignals

If the integration:

  • Reads user location for reporting or segmentation
  • Uses user attributes in survey triggers

Then you may see:

  • Missing data in HappySignals (e.g. location empty)
  • Script failures when accessing related fields
  • RCA records created for additional tables
Typical Example

Scenario:

  • HappySignals reads:

    incident.caller_id.location.country

Before:

  • Access to sys_user → worked

After:

  • Requires:

    • Access to sys_user

    • AND access to cmn_location

Without both:

  • Data retrieval fails or is incomplete

Important Behavior Change: Reference Values vs. Dot Walkin

What still works

After the Australia release, basic reference values still work normally.

This means:

  • If an integration reads a reference field (e.g. caller_id)

  • It can still retrieve the basic identifier or display value

Example:

  • Reading the caller name or ID from a ticket → still works

What has changed

When accessing additional fields from a referenced record (called dot walking), ServiceNow now requires separate access permissions.

Dot walking means accessing related data like:

  • incident.caller_id.location
  • incident.caller_id.department

Restricted Caller Access (RCA)

What RCA Does

  • Tracks and controls cross-scope access attempts

  • Requires admin approval for access

Impact on HappySignals

When integration runs:

  • ServiceNow may:
    • Block access
    • Create RCA records

Integration will not work until access is approved

Most Common Symptoms

  • No survey triggered after ticket resolution

  • Missing fields (e.g. location or user attributes)

  • Errors like:

    Access to resource not allowed from scope

  • Integration works partially (some fields missing)

How to Fix It
1. Approve Access Requests (RCA)

Go to:

System Security > Restricted Caller Access

  • Review new records

  • Set required ones to: Allowed

2. Ensure All Required Tables Are Allowed

Go to:

System Applications > Application Cross-Scope Access

Check access for:

  • incident, task
  • sys_user
  • cmn_location
  • Any other referenced tables (e.g. department, company)
  • Script Includes used by integration

Important: Access must be defined for each table separately

3. Validate Integration

Test:

  • Resolve a ticket → survey triggered

  • Check:

    • Location and user attributes are populated

    • No access errors in logs

Key Takeaways

  • Australia release enforces table-level access control

  • Access to sys_user alone is no longer sufficient

  • Related tables (like Location) must be explicitly allowed

  • RCA adds an additional approval layer

  • Most issues are resolved by:

    • Approving RCA records

    • Adding missing cross-scope privileges

Recommendation

After upgrade:

  • Review all user-related data dependencies

  • Ensure access is granted to all referenced tables (not just user)

  • Use RCA records to identify missing permissions