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?

[apriled]

I understand this is and ACL issue, and I've looked at all of the ACLs for the incident table. However, I don't know what to change it TO.

[solutioningnow]

Hi April,

Request you to open the ACLs and filter with the below query

Query:- Type is Record && Operation is write && Name contains incident

Once you run the query check for the ACLs that gets selected and share your analysis, maybe i can help you.

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

Regards,

Solutioner

Enhance Knowledge NOW@ www.solutioningnow.com

http://www.solutioningnow.com/

[apriled]

Heres's the list of ACLs I get.

[solutioningnow]

Hi April,

You need to make changes in first 2 ACLs and update both ACLs as Incident.* and write one simple ACL for incident with script as true;

Once you make above changes,you'll see "Edit" button. But you need to do full round of testing on Field Level Access as well as row level access.

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

Regards,

Solutioner

Enhance Knowledge NOW@ www.solutioningnow.com

http://www.solutioningnow.com/

[Community Alums]

Hello!   As an admin/itil user, we see both "New" and "Edit" button in the Related list. With the "Edit" functionality, admin is able to add incidents to the problem. But Incidents are not added to the problem form for the itil users.   Can someone help me with this?