ACL for Time Worked Task

[remakanthnaraya]

Hello,

Looking for some help. On the incident management screen, we have included a related list which extends to the task table (Time Worked). This would allow the ITIL users to put in time for any activity they are performing on the ticket to better capture their time they have put on it.

The issue that I am seeing is that ITIL users cannot see the "New" button to create a record in the extended list for time worked. I am thinking that it could be related to ACL but I have tried everything and cannot get the "New" to appear on the list. I can however see this button if I am logged in with admin privilleges.

This is not the case if ITIL users need to relate a ticket to an existing one they are working on. They have the option to add a new related incident. I was hoping that I can see the ACL and apply the similar concept to the task time worked but I cannot seem to find an option. Any help is appreciated.

Thanks!

[Mark Stanger · Accepted solution]

There are no ACLs for this table out-of-box so it ends up being a default deny where only admins can do anything with those records.   You'll need to create a total of 6 ACLs for the 'task_time_worked' table...2 each for read, write, and create.

Read, Write, and Create should each have 2 ACLs like this granting the 'itil' role access:

task_time_worked (row/record level)

task_time_worked.* (all fields)

[bostonsnow]

@Mark Stanger Hi Mark, I came across this article recently. I submitted a post (https://community.servicenow.com/community?id=community_question&sys_id=4be26ac3db9f8490d58ea345ca961983)  to address a similar request that is in this post.

Question on this, do your recommended ACL changes above apply to Madrid? I created the 3 record ACLs as instructed but I don't see row level ACLs as an option on Madrid...

Thanks!

Mike

[tsutherland]

@bostonsnow ran across this while I was trying to solve the same issue. I created the 6 ACLs and it did work. The "type" of all 6 is record, but here is the difference:

and

so --None-- and *

You may have already figured this out, but maybe someone else needs the help 🙂

[ashish9]

Thanks @tsutherland