Why ITIL admin role user not able to see the Incident list?

[KM SN]

Since his level is higher than ITIL, should he automatically have access, or does he also need the ITIL and ITIL admin roles?

[KM SN]

I assigned the ITIL admin role to Abel Tuter, but he still can't see the incident application menu. It appears he doesn't have access to the application menu. Since he has higher privileges than ITIL, shouldn't he have access by default? Why is it necessary to add roles to grant application access? or adjust ACLs etc.

[YashwanthV18760]

Hii @KM SN 

The itil_admin role does not automatically grant Incident access because ACLs control table visibility. Most Incident read ACLs require the itil role. Since itil_admin does not include itil by default, the user must either be assigned itil as well or the ACL must allow itil_admin. You can confirm this using Access Analyzer or Debug Security Rules to see which ACL is blocking access.

[Adrian Ubeda]

Hello @KM SN , 
By the definition the ITIL admin role "Possesses more privileges than the '''itil''' role and is intended for team leads. This role has the ability to delete incidents, problems, changes, and other related entities" so, should be able to see the list of incidents. I've checked i'm my PDI and I'm able to see the incidents from the SOW and also 'Incident' in the application menu appears.

So, with this role you should be able to see it

[Sneha KH]

Hello @KM SN,
I have tried in my PDI with admin role, incident list are visible. Check for ACL if read access is restricted due to roles on incident table.

[KM SN]

you mean itil admin role?   Its been same in my PDI as well as in my company's dev i don't get incidents list from left navigator.