'Add' button on incidents related list does not work for itil role

[Donald Small1]

In Problem Management, on the Incidents related list there is an 'Add' button to allow us to add related incidents.  I believe it is this UI action: https://INSTANCENAME.service-now.com/nav_to.do?uri=sys_ui_action.do?sys_id=69deb210874313007e31af1e36cb0be9

This button does not seem to work for users with the itil role.  They can click the button, select an incident and click to add it, but it doesn't actually add it.  However, as an Admin it does work as expected.  I am assuming this is an Acl issue, but seeing as how I am not very seasoned in SN development, I'm not sure what ACL it is.  

Can anyone help guide me in the right direction?

Thank you,

Donald

[Ankur Bawiskar]

Hi Donald,

as an admin you can enable debugging security rules; then impersonate as that itil user; do the steps and check which ACL is blocking

Are you trying to add active incidents or closed incidents from the Add button?

I believe they must not be having write access to incident table particular problem_id field

Also whenever user links incident to problem; a value gets populated in the problem_id field on incident table with the current problem record

a) if the incident is closed then this field cannot be edited

b) if the incident is active then this field might be blocked for itil user

if the case is b then you need to create a write field level ACL to allow itil user to write to this field i.e. problem_id

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Donald Small1]

Hi Ankur,

I tried the debugging security rules, but the window to add the incident closes too fast to actually catch the debugging log.

As an ITIL user, if I go to the incident, I can update the problem_id field with the related problem.  The incident is active.  So I don't think that the problem_id field on the incident is the issue.

[Ankur Bawiskar]

Hi Donald,

Can you check any before update business rule on incident which is not allowing the problem_id field to be populated

Is the related list on problem out of the box or coming from m2m table? I assume it should be the related list out of the box

Regards

Ankur

[Donald Small1 · Accepted solution]

The ACL (Access Control List) in question, is the write access on the field used to create the relation, in this case the field problem_id on the incident table