Problem Manager Unable to Select Services in Problem Form Despite CMDB Access

[Lauren Bell]

Users who are assigned only the problem_manager role are unable to select services in the Problem Form.

Although these users can directly access the cmdb_ci_service table and view service records without any issues, the Services field in the Problem Form does not allow selection or does not display any available services when creating or updating a problem record.

See the image below 

[miftikhar20]

Hi @Lauren Bell,

Even though the users can access the cmdb_ci_service table directly, the Service reference field on the Problem form is controlled by table and field-level ACLs. I recommend using Access Analyzer (All > Access Analyzer > Analyze Permission) to evaluate the affected user’s access on the Problem's Service field and identify which read/query ACL is blocking the selection.

Here are the steps to analyze the issue using Access Analyzer

1. Navigate to All > Access Analyzer > Analyze Permission
   
2. In the Evaluate Access tab, set the following and click Evaluate Access:
   • Analyze by: User
   • Select User: (Choose the user who has only the problem_manager role)
   • Rule Type: Table (record)
   • Select table: Problem
   • Select record: Leave empty (if the issue occurs for both new and existing records)
   • Select field: Service
     
3. Review the evaluation results and see if any read/query ACLs are blocked.
   

If my response helped, please mark it as the accepted solution so others can benefit as well.