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

Bidduam · ‎11-01-2023

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 · ‎11-12-2023

@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

View solution in original post

Bidduam · ‎11-13-2023

@Danish Bhairag2 I went down the road of adding to the table a read only ACL update to the question answer table and that has worked beautifully thank you. I would never have known the table if you hadn't pointed me in that direction.

Danish Bhairag2 · ‎11-13-2023

@Bidduam ,

Glad could be of help.

Happy learning😃

Thanks,

Danish

Bidduam · ‎11-12-2023

BUMP