New button not visible on incident task table

[srinidhimun]

Hi All,

New button not visible on incident task table even though user having ITIL role, this is happening for few users.

let me what could be the reason?

Thanks,

Srinidhi M.

[Ankur Bawiskar]

@srinidhimun 

Things to check

1) Table.None CREATE ACL

2) Check List Control on the List and see if any script is added in Omit New Condition script

If my response helped please mark it correct and close the thread so that it benefits future readers.

[palanikumar]

Check the list control configuration.

1) Right click on header field names on Incident task list

2) Click Configure > List Control

3) In display configuration tab Check whether Omit New button check box is check. Uncheck if yes

4) Check if the New Roles does not have itil. Add ITIL role if missing

[ChallaR]

Hi @srinidhimun ,

Please find the below steps for trouble shooting -

Check UI Action Visibility Conditions

• Go to System Definition > UI Actions.
• Search for the "New" button on the sc_task or incident_task table.
• Review the Condition field:
  • Ensure it doesn’t restrict visibility based on roles, groups, or user-specific logic.

Like this -

gs.hasRole('itil')

2-ACLs (Access Control Rules)

• Go to System Security > Access Control (ACL).
• Check ACLs for:
  • incident_task or sc_task table
  • Create operation
• Ensure the ACLs allow users with the ITIL role to create records.
• If ACLs use scripts, verify that they don’t restrict based on user-specific attributes.

3-Form Layout or View Restrictions

• Go to Form Layout for the incident_task table.
• Check if the view being used hides the "New" button.
• Try switching to the Default view and see if the button appears.

4-Client Scripts or UI Policies

• Check for Client Scripts or UI Policies on the form that might hide the button.

g_form.setVisible('new_button', false);

5-  Check List Control on the List and see if any script is added in Omit New Condition script.

Thanks,

Rithika.ch