Assignment group is not showing in incident/change/problem form for ITIL users.

[Rmohan]

Hi All,

We are having two instances, one is with the Kingston(Prod) and another with the Madrid version(Test). We are testing the Madrid upgrade.

While impersonating the User who is having itil - role in the Kingston we are able to see all the fields( incident, problem, change etc), but when trying the same in Madrid the assignment group is missing in all the form views(incident, problem, change etc)

Kindly help me.

Thanks in advance.

-RMohan

[Nitin_NOW]

Please debug the field on ACL's maybe you can find something.

https://docs.servicenow.com/bundle/istanbul-platform-administration/page/administer/contextual-secur...

Thanks

[Rmohan]

I will try this Nitin and let you know the result.

[Rmohan]

Hi Nitin,

I researched on how I can debug the ACL, unfortunately could not find the steps.

It would be helpful if you can share the steps through which I can debug the ACL on assignment group.

Thanks

RMohan

[Brian Lancaster]

Are the ITIL users able to see assignment group on the list layout?

[Rmohan]

They are able to see the Assignment group field, but it is coming as blank for all the opened incidents.

I cross checked and there were assignment groups on those ticket, just the ITIL users are seeing it as blank on List view.