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

[Brian Lancaster]

So they can see the field assignment group but they are not see the group that is selected?

[Rmohan]

That is correct.

And it is happening only after upgrading to Madrid. The Kingston version is working fine.

[Brian Lancaster]

Can you check the read ACL's on the sys_user_group table.

[Rmohan]

Hi Brian,

It seems to be that exact issue. After the Madrid upgrade, there were multiple ACLs created and the sys_user_group was one of them which was causing the issue.

So for the time being I have made it Inactive and also raised a HI ticket for the Snow team to look into as to why it happened.

[Nickels]

We have run into the same problem. Do you have the Solarwinds integration plugin installed from the ServiceNow store? I found disabling that sys_user_group.* acl that it adds a role too resolved the issue. I just upgraded the Solarwinds application to the Madrid version and re-enabled the acl and the issue returned. We currently have it running in production with the same acl and do not have this issue.