Related list issue with Problems and attached Incidents

Tom Alday · ‎02-18-2014

So we have a Problem that has a few Incidents have been manually attached to it from the related list on the Problem record

The way I believe it should work is that if I go into one of those Incidents (ex INC0025026) I should see this Problem in its Related list under "Problems", but I'm not seeing it

It does this the other way too, if I add a Problem to an Incident using the related list on the Incident record that Incident doesn't show up in the related list in the Problem record. Am I doing something wrong? It seems like they should be connected, but they don't seem to be...or I'm doing something wrong, which is possible.

geoffcox · ‎02-19-2014

m2m can be confusing at first, but it's a key concept.

You should already see a new related list available when personalizing related lists on the problem form as well. It should appear by the name you gave it above ("Incidents").

You won't see anything in the related list until you relate the incidents to the problems (thus populating your new m2m table). If you select Edit on the related list on the problem form, you can select the incidents to relate to the problems, or vice-versa on the incident form.

If you have some kind of meeting maker and want to call me to discuss sometime, we can schedule something.

Cheers,

Geoff.

View solution in original post

geoffcox · ‎02-25-2014

Check the List Controls on the related lists. Are there any roles assigned to the edit capability?

(although if there were, I would have thought that the user without permissions wouldn't have been able to see the edit button in the first place).

Tom Alday · ‎02-26-2014

I was thinking that was the problem too so I added the itil role to all the fields but still not working

I do notice on the Edit UI action there is a condition called "current.canCreate()" and if it's there my itil users can't even see the Edit button, but If I remove it then they seem unable to add records to the m2m table. Could that be causing an issue?

eican · ‎02-26-2014

I still think this is an ACL issue.

Keep in mind that your users need not only access on field but also on table level. Both need to evaluate to true.

Also the "canCreate()" function checks not for an "write" ACL but a "create" one.

Still I am wondering why you are seeing an m2m table — for us we have a 1:m table (1 problem : many incidents). Was that a modification to the out of box system?

Tom Alday · ‎02-26-2014

An ACL on what table? The m2m table? I'm not seeing anything that looks like it would be blocking itil users

My users definitely have rights to create both Problems and Incidents so the only thing I can think of is they don't have rights to create on the m2m table, but I'm not sure how to grant that access.

eican · ‎02-26-2014

Yes, you need to create ACL also for the m2m table.

The sys_m2m table is the one where those tables are created but the ACLs for it do not control who can add or remove records from a new m2m table.