ITIL Users not able to select fields on sys_template from Incident table

[navin14]

I am trying to grant ITIL users access to create sys_template on Incident and SCTASK tables. I have assigned the roles of template_editor, template_editor_global, and template_editor_group to the ITIL users. As a result, they are now able to create templates. However, they are encountering an issue where they are unable to select the Description and Work notes fields from the incident table on the template.

Any inputs?

[Deepak Shaerma]

Hi @navin14 

the inability to select the Description and Work notes fields typically pertains to two common issues: field-level security (specifically read/write ACLs) and the dictionary attributes of those fields.

1. Check Field-level read/write ACLs:

Ensure that the ITIL users have the necessary permissions to read and write to the Description and Work notes fields on the Incident and SCTASK tables.

- Navigate to System Security > Access Control (ACL) and check the ACLs for the incident and sc_task tables.

- Filter the list to entries where the Type is field and ensure there are no restrictions preventing ITIL users from accessing the Description and Work notes fields.

- Specifically check the read and write operations for the Description (short_description or description) and Work notes (work_notes) fields.

2. Verify Dictionary Attributes:

Ensure that the fields aren’t hidden or set to a read-only state by their dictionary attributes.

- Navigate to System Definition > Dictionary.

- Find and open the dictionary entry for each of these fields (e.g., the description field on the incident table and work_notes).

- Check the attributes to ensure that the fields are not set to be hidden or read-only in a way that would affect template creation.

please mark this Helpful and Accepted Solution if this helps you. Your action will help me and the community in understanding same requirements.

Thanks & Regards

Deepak Sharma

[Dr Atul G- LNG]

Please check is any restrictions on Template, might be only for set of groups it has been build up.

Also is this issue in Inc only or change as well?

[madjes]

Hi @navin14 ,

adding ACLs for operation "save_as_template" solves it.

Create these ACLs for all fields and tables that should be selectable in the template field. E.g. "sc_task.*" to enable the selection of all Catalog Task fields for all users matching your security attributes in the ACL.