Incident Form - Dot walked fields not showing up unless data is available

[johnrecz]

Hi All,

We've got a large number of branches so we've moved away from the default company \ location tables into one that we've custom created which is synced with our reporting system to make sure the sites are all correct.

I've gone through and added a new coluimn to incident table to reference this new database and it's all working without any issues.

Just to make life easier for our Helpdesk, on the incident form I've dot walked some extra information from this table and it's all working fine as admin but if I impersonate a Helpdesk user, the field does not exist on the form UNLESS there is data in the Profit Centre ID field.

Form with the PCID filled:

Form without the PCID filled

The fields show up after the PCID is filled and the page is refreshed.

This is also occurring when creating a new incident.

I presume that it is some sort of ACL or permissions but they already have read access to the data.

Is there a way I can get these fields to show even when blank?

Any help would be greatly appreciated!

Thanks,
John Reczniarek

[SanjivMeher]

Did you add the Profit Centre ID field yourself?

Did you also check any ACL which is doing that?

[johnrecz]

Yes, the field is looking at a custom table that we've added.

The table has READ access for everyone but there is no access for write \ delete \ create for the helpdesk staff which I would have thought would be sufficient.
Is there anywhere else besides on the table that I would need to add the permissions?

[SanjivMeher · Accepted solution]

Ok. Did you also add a Table.* read access record with service desk role? I know, you would have added Table.None

[johnrecz]

Hi Sanjiv,

Yes that's been added, this is the current ACL listing:

Both .* and .none are set to:
Role = snc_internal
Condition = "Visibility = Open" where Visibility is a column that's filled for each row.

EDIT: Oh, the issue is the condition, I added a specific read for the itil user that over-wrote the condition and it works now.

Thanks heaps for your Assistance!