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

[michaellshively]

I've been trying to figure this one out for a long time - I might have found the lines that point to the issue.

Does this mean anything to anyone on the thread?

09:59:11 AM.748: TIME = 0:00:00.000 PATH = processor/GlideServletUITransaction/execute CONTEXT = sys_processor.sys_id=null RC = true RULE =

09:59:11 AM.749: >>> Preceding lines from previous transaction

---

09:59:11 AM.759: TIME = 0:00:00.001 PATH = record/incident/write CONTEXT = INC4001010 RC = false RULE =

			record/incident/write	Global
			record/incident/write	Global

09:59:11 AM.764: TIME = 0:00:00.001 PATH = record/incident/write CONTEXT = INC4001013 RC = false RULE =

			record/incident/write	Global
			record/incident/write	Global

09:59:11 AM.881: TIME = 0:00:00.000 PATH = processor/GlideServletUITransaction/execute CONTEXT = sys_processor.sys_id=null RC = true RULE =

09:59:11 AM.882: >>> Preceding lines from previous transaction

[michaellshively]

One more thing worth noting: I put the "Parent Incident" field on the INC form and then logged in as an ITIL user. The user has the ability to modify this field. So this tells me the ACL is OK and there is something else causing this to stop working... maybe a script or policy interfering?

[michaellshively]

My users are now able to add Child INC to Parent. I had to run this one by our implementation partners and they explained that ITIL users are not allowed to edit a CLOSED ticket so they cannot edit the parent field for this to work.

CONFUSION... When I opened this issue - My ITIL users were seeing ALL Active & Closed tickets in the slushbucket to add children... NOW they see only the Active.

I have NO idea where this change was made.... who made it or when! I am the only admin in this instance except for the implementation partner.

Thanks for the ideas and suggestions here everyone!

ugh.