Not able to add closed and canceled incidents to problem record

[Bhavani1995]

As an admin user I am able to add incident to problem record but when i am impersonating with other users few are unable to add closed and canceled incidents to problem record and few are able to add closed unable to add canceled incidents to a problem record

[GlideFather]

Hi @Bhavani1995 

ensure that the incidents that cannot be added are not already related to another problem, an incident can only relate to a single problem record:

Also, what roles does the other impersonated user have? Perhaps it is because of they aren't expected to see that incident at all. Verify that they can see that incident.

Both Closed and Cancelled incidents shall be possible to associate with a Problem record...

EDIT: added screenshot

[Rafael Batistot]

Hi @Bhavani1995 

Possible Causes for this issue

1. ACLs (Access Control Lists):
   Different users may have different read/write permissions on incidents in certain states (Closed, Canceled). ACLs might restrict adding or linking incidents based on state or user role.

2. UI Policies / Client Scripts:
   There might be client-side logic preventing users from adding incidents if the state is Closed or Canceled.

3. Business Rules / Workflows:
   Server-side business rules might restrict actions for incidents in those states based on user roles or conditions.