Difference between Incident and Problem

[robertmaxwell]

Hi all

Seeing something what I believe is odd behaviour between Incident and Problem

I have:

        a true false field on a group record called 3rd Party

        a role for these users

        a custom table with a set of systems with particular responsibilities - i.e. the systems that the aforementioned groups that maintain these systems

                  this custom table has a reference field for group

        ACLs allowing these users access to Problem records

                  in the ACL i have a condition that references dynamically that the user must be in a specific group to access the records

This setup works a treat for Problem, however now the 3rd party would like to be able to read the Incident records that are part of the Problem record and I can not get these users to see the Incidents.

- Is there a fundamental difference between the INC and PRB apps in the system?

[Brad Tilton]

Hi Robert,

There are a lot more OOB ACLs around incident than there are around problem, so the way that you would grant access to the two would be different as well. One of the main reasons for that is that you have ess users accessing incidents whereas you typically don't have them accessing problem. Due to that it's a lot easier to add you additional ACLs to the problem records.