Add button is not visible to ITIL to add multiple incident in Problem related list

[prit123]

Add button is not visible for ITIL user to add multiple incident in Problem related list. It is visible only to admin users. Below is the screenshot of admin user-

[Dr Atul G- LNG]

Hi @prit123 

If prb in closed state, we cant add old incidents, it is OOTB way. In that case only new incident get created. 

[prit123]

@Dr Atul G- LNG  - Problem is not in closed state. Checked with many problems in New state, RCA state. Add button is visible for same problem ticket to admin but not to ITIL user.

[Dr Atul G- LNG]

Hi @prit123 

Please check is any ACL or any configuration on Add button. (List controls)

[Kieran Anson]

OOB the UI action 'add' [sys_ui_action.do?sys_id=69deb210874313007e31af1e36cb0be9] doesn't have and explicit role requirements (via the required roles embedded list) however the script include condition restrict the action based on the following:

• User has write access to the problem table
• there is a system property of 'com.snc.incident.link_to_task.problem' with a value of 'problem_id'
• The problem is active
• And the user has either the ITIL or sn_incident_write role

Check to see if the UI action has been customised