Incident fields are not visible?

[Jerri]

Good afternoon,

Recently, I replaced the Category/Subcategory fields with Business Services/Service Offerings on the Incident form. However, most other people cannot see these fields on the Incident form - only admins and those with a particular PMO role are able to see the new fields.

I cannot figure out how to fix this so that all users with the itil role see the added fields. Any assistance would be much appreciated.

[Mike Patel]

Create read ACL for the field and add itil role to it. Most likely ACL issue.

[Deepak Ingale1]

Please check the ACLs around these fields. Are these custom fields or added out of the box?

[Community Alums]

Hi,

Assuming that your general access on the incident table is open for "itil" role. While the access for business_service and service_offering is not provided. 

Install the attached update set in your instance and it should fix it. 

Please mark the answer correct or helpful based on the impact of the response. 

Thanks

Ishan Parikh

[Brian Lancaster]

Is it that they cannot see the fields on the incident form or the data in the fields?  OOB if you create any fields on the incident form ITIL should automatically have access to it.