child incident related list

[michaellshively]

Good morning!

We are running Geneva and my ITIL users are not able to add Child Incidents to an Incident when using the Related List on the Incident form.

The EDIT button exists, the tool goes through the motions and pretends to add the child Incidents but when we get back to the Incident form there are no child Incidents shown in the related lists.

Could this be an ACL issue? Logged in as ADMIN this feature works wonderfully.

I'm still quite new on this platform so I could have overlooked some very basic setting.

Ideas and suggestions are welcome!

Thanks again everyone!!!!

Michael

[Deepa Srivastav]

Are you facing this after upgrade to Geneva? I seems to be a ACL issue.

Mark Correct if it solved your issue or hit Like and Helpful if you find my response worthy.

Thanks,
Deepa

[Chuck Tomasi]

It definitely sounds like an ACL issue.

Go to System Diagnostics> Debug Security. It will appear to do nothing (trust me.)

Impersonate a user having the issue and go through the exercise of adding incidents to the related list.

When you save, observe the bottom of the screen (past the normal content) and it will show you if/where you are having security issues.

You might also consider doing the same with Debug Business Rules

http://wiki.servicenow.com/index.php?title=Debugging_Tools_Best_Practices

[michaellshively]

This has given me a massive output of data - I will try to review this to see if I can find something but I fear this will take me quite some time to review. Unless... is there a key word I can search for in this output?

I see some red which indicates a problem of some kind.

[Chuck Tomasi]

Yes, debugging security is a lot of data. It shows just how much security is being validated for each record and field. Focus on the red ones!