ITIL users are not able to create Incident, Change and problem from backend after Utah upgrade

[Devika3]

Hi All,

We have recently completed Utah upgrade in our development instance. And after upgrade , the itil user are not able to create  Incident, Change and problem from backend. We have checked the ACL, and found that there is one ACL(*. --> providing access to admins) in Polaris Menu application which is restricting the access. We have inactivated the ACL ,and now the itil users are able to create tickets. 

Please let me know the impact of making this ACL inactive and what is Polaris Menu application and why this ACL is used for .

Any hep is appreciated.

Regards,

Devika.

[Ratnakar7]

Hi @Devika3 ,

The impact of making an ACL inactive can vary depending on the specific ACL and how it is used in the system. In this case, the ACL that was inactivated in the Polaris Menu application was likely added to restrict access to certain areas of the system for non-admin users. By inactivating this ACL, you have removed this restriction and granted ITIL users access to create Incident, Change, and Problem tickets from the backend.

However, it's important to note that there may be other areas of the system that rely on this ACL for security purposes. By inactivating it, you may have unintentionally granted access to other areas of the system that were previously restricted. It's recommended to thoroughly test the system to ensure there are no unintended consequences of inactivating the ACL.

Thanks,

Ratnakar

[Tyson3]

We have the same issue after upgrading to Utah.  I'm going to submit a case ticket with ServiceNow support to understand why and if we should be disabling this ACL or going another route.   Are you on the HI Security plugin?