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?

[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.

[Tanushree Maiti]

Hi @KM SN 

It seems due to any ACLs (on incident) /custom Query Business Rules, it is causing the issue

1)Verify that the itil role has read access on the incident table and specifically on incident fields.

2)Ensure the "Incident" module is configured to be visible to the itil role under System Definition > Modules

3)A "before query" Business Rule could restrict access, particularly if the user has custom roles not accounted for in the script. Check Business Rules on the incident table

[KM SN]

I see the module is configured for itil role and for snc_inc_read role? but my question is why as ITIL admin role higher than itil they should get the incident access right?

[its_SumitNow]

Hi @KM SN 

ITIL admin and ITIL both can read write on incident, The only Difference between these roles are

ITIL :- Can do do create,read,write operation

ITIL admin:- create, read, write as well as delete 

if my response helped , Kindly mark helpful & accept solution, Any further help needed then we can discuss 🙂

Regards

Sumit