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

Donald Small1 · ‎10-23-2019

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

Donald Small1 · ‎10-24-2019

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

View solution in original post

Ankur Bawiskar · ‎10-24-2019

Hi Donald,

That is what I mentioned that problem_id field may not be allowed to write through some ACL.

Regards

Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Vignesh Muthusa · ‎09-11-2023

Please enable the OOB Incident ACL.

ACL name is Incident and operation is write

Some mistakly turn off.