ITIL User can't see the incidents when assignment group is empty

[Servicenow de11]

Hello,

I am an admin i can see all incidents but ITIL Users can't see the incidents when assignment group is empty

How to write acl or query business rule that itil users also can see the incidents when assignment group is empty

Please help to achieve this

Thanks

[Community Alums · Accepted solution]

Hi @Servicenow de11 ,

There is a missing read ACL in for 'sys_user_group.*' where roles contain ITIL users. Add the ITIL role to an existing sys_user_group.* read ACL or create one to resolve the issue.

[Community Alums · Accepted solution]

Hi @Servicenow de11 ,

There is a missing read ACL in for 'sys_user_group.*' where roles contain ITIL users. Add the ITIL role to an existing sys_user_group.* read ACL or create one to resolve the issue.

[SwatiYeginati]

This didn't work for me, can you please help me out why is this occurring and how to troubleshoot it? I have a business rule to make HR incidents invisible to other user groups and because of this, any incident submitted with an empty assignment is invisible. 

(function executeRule(current, previous /*null when async*/ ) {

    var currentUser = gs.getUser();

    var isMember = currentUser.isMemberOf('GROUP_SYS_ID');

    if (isMember == false) {

        if (gs.getSession().isInteractive()) {

            var query = current.addQuery('assignment_group', "!=", 'GROUP_SYS_ID');

        }

    }

[Yousaf · Accepted solution]

Hi
This is not OOB configuration. Please try to find the custom configurations on the incident table which is restricting ITIL user from reading incident when assignment group is empty, Then you can change the conditions there.
Post the screenshot of your configuration here so we can help further.

Mark Correct and Helpful if it helps.

[Vaishnavi20]

Hello @Servicenow de11 @Yousaf @Community Alums 

I am also facing the same issue can anyone help me with this? I have checked all the acl and business rule but didn't find anything