Problem record related list: Incidents, doesn't allow certain user to "edit"

[Droid101]

Something is wrong with the Incident related list inside Problem records.

I, as an admin, am able to "Edit" to add existing incidents to the problem. However, one of my itil users only sees "New" and not the "Edit" button while inside a Problem.

I don't see my other Itil users having this issue... what could be the problem?

[michael_baker]

It sounds like you are experiencing PRB362331. Related lists displaying records with row-level ACLs are displaying inconsistent behavior. The list's "Edit" button will be visible if the ACL grants write permissions on the first record, however the "Edit" button will be hidden if the ACL does not allow writes to the first record. Per support on 2012-08-17, this "has been reviewed by ServiceNow and it has been concluded that this is "Working As Designed"."

A possible workaround exists if there is a related record that the user has write permission on; you will need to sort the related list in a manner that will display the record with write permission as the first record. Once resorted you may need to reload the form before the "Edit" button becomes visible again.

Hope this helps!

[Baggies]

Hi, I am not sure if you solved you problem, but I have just gone through this issue having implemented the High Security Plugin. the related list for Incident was not working correctly, and I issued a ticket with HI. There is a known issue. There is a Workaround available from SNC from PRB590462/KB0529660. I spent quite a while going through the workaround, but did manage to get the related list to display open and closed Incidents, and manage to keep the fields on te Incident form readonly on close. Plus give the Edit ability to only those with a specific role, but this was easy with the list control. On the bright side, it did give me a better understanding of ACLs from a HS point of view!

[apriled]

Hi Mark, I'm facing the same issue as described above.
Can you share how you got both open and closed incidents to display? I can only get 'active' incidents to display in the slushbucket.

[solutioningnow]

Greetings,

Visibility of "Edit" button on related is depends upon the write of that table. In your case, you should review all write ACL's on Incident table.By setting up below ACL properly your issue will resolve:

Type: record

Operation: write

Name: incident

Please mark answer as Helpful/Correct, if it was really helpful 🙂

Regards,

Solutioner

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