ITIL Users are not able to access the Catalog Variables in Reports

[shrivastavac]

Hi,

I am facing the issue for the ITIL Users that I am not able to access the variables for the reports for the sc_req_item table.

The issue is for the ITIL Users and that user is not having catalog_admin role so when I assign the role variables are accessible to the ITIL User.But I don't want to assign the catalog_admin role to ITIL user.

Also I have read one article which defines that instead of using the sc_req_item table for reporting on Variables we must use Variable Ownership [sc_item_option_mtom] but I am not able to access the table with ITIL user.

Also please find the attached screenshot for the same which defines that after selecting the variable then the variable data is not getting displayed in the report.

Please be advisable for the same if someone can resolve this case on priority.

Thanks

Chandan

[zica]

Hi Chandan,

For your issue, I am sure that it should be an ACL that prevents you to access the variables for the requested item table.

Check our your ACL rules please.

Furthermore, the following article shows roles that can access to report : Reporting - ServiceNow Wiki

Kind regards,

ZA

Do not feel shy to mark correct or helpful answer if it helps or is correct

[randrews]

for variables troubleshooting nto seeing the item can be a real pain ...

what i do is first log in as yourself and turn on the acl debugger

now emulate the customer and the acl debugger will still be on.

go to the table you are running the report on by using tablename.list in the nav window and build a query like the report that isn't working

replicate the issue and look for the acl that is rejecting it

[Loren1]

I had same issue. I updated the Access Control Read for sc_item_option_mtom and sc_item_option to added the itil role.   Now itil users can see the value of the variables in reports. I'm still having an issue with how to make the questions visible to the itil user.    

[Terry Carter Jr]

Thanks Loren,

This corrected my issue as well with "ITIL" users.