Not able to See incidents

[Rahulkalra]

Hello ,

I have ITIL role  but still i am not able to see incidents assigned to me . What would be the cause?

[Sandeep Rajput]

@Rahulkalra Please check two things on your instance.

1. ACL: Are there any read ACLs defined on your instance which are preventing access to the incidents assigned to the ITIL user. If the ACL is the issue the biggest give away is the message 'Some rows are hidden due to security constraints' in the bottom of the list.

2. Query business rule:- Please check if any Query business rule defined on the incident table which is filtering records on the incident table and not letting user see the incidents assigned to them.

Hope this helps.

[AndersBGS]

Hi @Rahulkalra ,

This can be due to several things - Have you reached out to your instance administrator to report the issue ?

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[Luxo Nadappan]

Hi,

If you have itil role ,ideally you should be able to see incidents. But if that's not the case 

1.Please check if there is any read acl and custom roles are needed to view incident table. I have seen this kind of issue customized environment.

2.If step 1 does not solve the issue ,most probable cause is query business rule  against incident table.

Regards,

Luxo

[Dr Atul G- LNG]

Hi @Rahulkalra 

Greetings!!

How you are searching the incidents? Means what option in Navigation bar you are using.

There can be reason

- You don't have access may be due to ACL.

- Any BR is stopping to do that.

-You assume you have ITIL role but actually you don't have.

Try /Check with other team mates are they also facing issue?