Incident records are not visible

[Vaishnavi20]

• Hello,

We have one user who is having the itil and sn_incidnet_read and writer roles still that user not able to see the incident whose assignment group is empty other than empty assignment group incidents that user is able to see. 

We have checked the Acl and business rule in that we didn’t find anything can any one help with this ?

Thank you in advance!!

[Amit Gujarathi]

HI @Vaishnavi20 ,
I trust you are doing great.

To troubleshoot this issue, you mentioned that you have already checked the ACL (Access Control List) and business rules, but didn't find any specific configuration causing this problem. In such cases, it's important to consider other factors that might affect incident visibility.

One potential cause could be the incident's visibility settings. In ServiceNow, incidents can have different visibility options, such as "internal," "restricted," or "public." If incidents with an empty assignment group have a visibility setting other than "public," it may restrict the user's access.

To verify this, let's check the visibility settings for incidents with an empty assignment group.

[Vaishnavi20]

Hello @Amit Gujarathi 

Thank you for reply as you mentioned check the visibility settings for incidents with an empty assignment group but, how do I check the visibility setting?