ITIL users not able to see Catalog Item Question Variables in Report/List view

[mbridge]

We have a use case where we need to have users report against the answers that were provided to the questions (Variables) for a catalog item.  This catalog item (Product Suggestion) creates an incident via workflow and the variable are listed in the incident.  We created a report that shows those answers from the questions.  As an admin user we are able to see them as columns in the report but our ITIL users are not.  Has anyone encountered this before?  Is this ACL or is this Permissions/Role Based issue?

ITIL USERS VIEW:

ADMIN VIEW:

REPORT SETUP:

ITIL USERS INCIDENT VIEW (VARIABLES ARE SHOWN/VIEWABLE):

[Ankur Bawiskar]

Hi,

Check Table level READ ACL for sc_item_option_mtom and sc_item_option to add the itil role.

Now itil users can see the value of the variables in reports.

Regards
Ankur

[mbridge]

Hello thank you Ankur, we've made the changes above without success. Are there any other suggestions that you or anyone else has to help up get this report to our users?  Thanks!!!

[Ankur Bawiskar · Accepted solution]

@mbridge 

Are they not able to view all the variables?

It is record producer so the data for the variables would be stored in question_answer table

Try giving itil role to that table level READ ACL and then check once

Regards
Ankur

[mbridge]

@Ankur Bawiskar this worked for us.  thank you for your help, much appreciated!