How to display an error message when a user is not allowed to edit a ticket in SOW.(MRA)
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
2 hours ago
Background:
I have ACLs configured that users with ITIL role can read all tickets, but they can only write/edit tickets that belong to their assignment group.
Current behavior (As‑Is):
1. ITIL user opens a Change Request that they are allowed to edit (Change record belong to their assignment group).
2. ITIL user attempts to add a related record such as an Incident which they only have read access (Incident record not belong their assignment group).
3. Incident record can be selected, but it cannot be successfully related, and no error message is displayed to inform the user of the reason.
Expected behavior (To‑Be):
When user attempt to relate a record for which they do not have edit permission, the system should display an error message indicating that they do not have sufficient permission to relate the record because they are not allowed to edit. In service operation workspace view with MRA page in related recodes tab.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
2 hours ago
may be use before update BR on incident and check if the linkage happening satisfies the ACL role or condition and then throw error and abort the update.
💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader
