Excel shows empty for ITIL users after exporting incidents

[BijoyDeb]

Hello ,

We are facing an issue from few days, where ITIL users download list of exported incidents from list and that excel shows empty.

The same list me as an admin, if I download I can see all data in excel.

This is happening for incidents only, they are able to export other tickets as excel

I checked few articles on same issue, where some says issue is with User's user ID more than 40 characters.

This is not in our case, as user ids are less than 40 only.

Has anyone faced same issue before? Please let me know how to resolve this

Thanks

[Shivalika]

Hello @BijoyDeb  

If you have the feasibility, please give one of them Incident_manager role and then try to export it. This is just to verify if there is any access issue. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

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EISQCY.

[BijoyDeb]

I gave incident manager role as well and tried but still excel download is empty.
Not seems to be access issue

[BijoyDeb]

when I look into attachments table, I can see this sys_poll table in table name for attachments that I tried exporting.
Is this something related to this table?

[Dr Atul G- LNG]

Hi @BijoyDeb 

I don't think this can be an issue, better log a now support case.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0750144

[BijoyDeb]

@Ankur Bawiskar 
We recently created one ACL on incident for read operation, for eg

Incidents assigned to software group should be accessible only to member of those group. 
This is of Decision type Deny unless.

When I inactivated this ACL, ITIL users are able to export incidents and can see data in excel.
But if its active, then issue is happening for them with empty excel.

Can you please me help me here what should I update in ACL else, as that is also needed