List view not showing Variable values for Incident record producer for ITIL users

[Bidduam]

I have created a list view for incidents that includes two variables that are created as part of a record producer, using this article by : # DirkRedeker

Article #19 - How to show Catalog Variables on RITM Lists

For me it works absolutely perfectly - I'm an Admin.

When I get others to try and use it, that have ITIL role, they cannot see the variables. They don't even see the columns when the use the list view, however when they check what columns are selected to be displayed via the cog the variable columns are there, they just don't show.

EG:

My view as Admin:

These are impact and urgency fields selected by users that are separate from the normal impact and urgency that select the incident priority - we ask the reporter to tell us what they thinks so we can consider that when setting it officially ourselves.

ITIL users get:

And as you can see here, the columns are selected, they just don't show.

Any ideas please?

[Danish Bhairag2]

Hi @Bidduam ,

Can u try creating two Acls (Read) of field level like 

Incident.impact_level & incident.urgency_level.(kindly select proper fields while creating ACL)

In both field level ACL(Read) give ITIL role n check whether it's visible for them or not. Plz ask the ITIL users to login logout once before checking if they are already logged in.

In order to create ACL u need to open the table.right click on any column and select configure security rules.it will take u to the ACL table.just click new n get started( u should impersonate as security_admin first by impersonating urself)

Thanks,

Danish

[Bidduam]

@Danish Bhairag2 I cannot see at all how I can add a variable to an ACL?

I presume I select the Incident table? If so there is no option to then to select the specific variable (or any variables for that matter)

[Danish Bhairag2]

Hi @Bidduam ,

Beside the name field where incident is selected there is a * selected right u can click on that drop down & select the appropriate field.

Thanks,

Danish

[Bidduam]

@Danish Bhairag2 yes I know fields can be selected from there, but not variables that I can see

[Danish Bhairag2 · Accepted solution]

@Bidduam I see.. in this case what u can do is if possible at ur organization u can create two new fields for impact & urgency level from end users & populate them once record producer is submitted via producer script.

You can then create those ACLS & grant access to ITIL users whom u want to.

Currently the record producer variables after submission gets stored in diff table . Question answer or question choice where ITIL users don't have access.

You can try to find that table & provide access by acls n check as well.

Thanks,

Danish