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?

[Ankur Bawiskar]

@KM SN 

you shared screenshot from other workspace and not SOW

In SOW it's visible.

I believe I answered your question what's the reason and how they can delete etc.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[KM SN]

I mean to show he is getting only one workspace access that is Process Mining Workspace.
This is despite he is having ITIL admin role.

[Ankur Bawiskar]

@KM SN 

In my PDI that user was able to view

See that user has correct role and the Experience settings has the ACL with correct role in it.

[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