How to enable custom Incident list view for ITIL role users

[Research]

Hi

How to enable custom Incident list view for ITIL role users
I created custom list view for incident in service operation workspace I am able to view in admin role
not able to see in ITIL role

Not able to view Custom list Incident assigned to my groups for ITIL role user

Thanks



 

[Medi C · Accepted solution]

@Research 

Could you please
1- Go to the Service Operations Workspace click on the List you created "Incidents - Assigned to your groups"
2 - Click on your profile > Configure Page > List applicabilities

3 - Select the list you would like to edit, (If not listed, you need to create one as per my previous reply)
4 - in the "Applicability" Please select "SOW ITIL Audience" (If not listed, please create a new Audience record and set the roles accordingly)

Should my response be helpful, kindly mark it as correct and close the thread to facilitate future reference for others.

Best regards,
Medi

[Medi C]

Could you please navigate to System UI > Views and check the roles on your view.

The count on your screenshot shows "0". Could you double check if there are incidents assigned to the user you are impersonating?

If this did not help resolving the issue, could you please expand the filters by clicking the filter button and add a screenshot of what filters are applied?

Should my response be helpful, kindly mark it as correct and close the thread to facilitate future reference for others.

Best regards,
Medi

[Research]

Hi 
ya here "Incident assigned to my group" list itself not visible for itil role

[Ankur Bawiskar]

@Research 

so the list present under that list category is not visible.

Did you logout and login with that itil user?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Medi C]

@Research 

It could be the list item you have added is a personalized one, can you try to add the list menu item by:
- Opening sys_ux_list_menu_config table (sys_ux_list_menu_config.LIST from the Navigation bar)
- Open "Default - SOW"
- In the related list "UX Lists", please check if you see the one you have created. If not, please create one by clicking on the "New" button (Hint: You would need to change the scope if the New button is not visible)
- Fill in the form accordingly (Category should be Incidents, filters ...)

Save and check again. (You may try clearing the cache if it still does not show up)

Should my response be helpful, kindly mark it as correct and close the thread to facilitate future reference for others.

Best regards,
Medi