Adding Child Incidents

[Tom Alday]

At the bottom of the Incident record there is a related list for Child Incidents (I believe this is OOB), with an Edit button that brings up a slushbucket listing all Incidents in the Incidents table so you can choose to add them as children. The problem is only I, as admin, can see any Incidents listed. My regular ITIL users get the button and the slushbucket but the list of available Incidents just has < none > in it no matter what filters are used.

Is there a role or setting somewhere that allows my ITIL users to manually add child incidents using this slushbucket?

[Tom Alday]

There is an ACL for Incident.Child Incidents that has an operation of Write and the description says "Allow write for child_incidents in incident, if the ACL script returns true." with a script that just says "False;" with no conditions and it has no required role at the bottom.

[TJW2]

Since the script is set to 'false', that indicates that no-one has Write Access. I'm guess the 'Admin Override' is selected thus allowing ADMIN to write.

If you have 'High Security' set on your Instance you will need to have the 'high_security' Role to modify the ACLs.

If you want everyone to be able to write child_incidents you can 'inactivate' the ACL
If you want itil to be able to write then set the script area to 'true' AND add the itil Role to the Related Role list.

[Tom Alday]

I've tried both deactivating that ACL and changing it to true and adding ITIL to the required roles, neither works. Is it possible something other than an ACL is causing this problem?

[TJW2]

The ACL for incident.child_incident is NOT the correct ACL. This ACL does NOT allow write access to a field on the INC record which records a count of Child tickets.

The ACLs that apply to the Incident Record are the 'Incident.* Read/Write' and the 'Incident.none Read/Write'. Have these been modified?

Have you checked your List Controls?
Verified the user you are using has itil Role?

[Tom Alday]

The most recently updated Incident ACL's are the incident.child_incident one which I've been messing with this morning, and one for just Incidents that has an Operation of Read, a description of "itil role required to read incident records" and a required role of ITIL.

The List Controls are fine. I have changed the Edit, Filter and Link fields to both be blank or added ITIL role, neither allows ITIL users to see the list of incidents in the slushbucket.