New and Edit buttons not available on 'Tasks' related list

[tdebie]

Hi,

We have a domain separated instance in which I have an admin role. We work mainly in the TOP domain.

Recently I enabled the tasks related lists on the incident form to be able to assign incident specific tasks to our engineers.

Now, I have the new and edit buttons available to create tasks.

My engineers, who have the itil and itil_admin role, do not have these buttons, and they get a security constraint text message displayed when they view the Tasks tab on the incident form.

Can this be solved with granting them an additional role?

Moreover, I notice that when I create a service_task, it is created by default in the TOP domain. This is probably due to the fact that my user resides in the TOP domain. What I would like here to happen is that the task is created in the domain of the company the task is for (e.g. TOP/InternalCustomer/CompanyX) and not in the domain of the user who is creating the task. Can this be done?

Thank you for your help on this one!

Tom

[Chuck Tomasi]

Hi Tom,

This is most likely due to ACLs. For New, check that they have create access to the records. For Edit, check that they have write access to the m2m table where the records are being created.

Also, check Configure> List Control on that list to ensure there aren't any special settings (roles) required to view those buttons.

Configuring Lists - ServiceNow Wiki

[tdebie]

Hi,

I went through the acl's with task in their name, that are active and of read type.

Based on the description none of them seem to be the one that is causing the new and edit buttons not to appear for users with itil role.

There aren't any list controls active in the task.parent related list.

[Michael Fry1]

As for the first issue, that's an acl issue. When you see security constraint message, look at ACL.

For the 2nd issue, there are some system properties that start with glide.sys.domain.use_record.

Normally, we use the domain of the record. But changing that now could have other affects on your system. You should check with the person that setup your domains for assistance.