Unable to see the RITM variables as a columns in report for ITIL users

[JK9903]

Hello Everyone, 

I've created a report on RITM table and in the columns, I've selected the columns from RITM variables. As an admin I can able to see the variables in report but for ITIL users the columns are not visible. Any ideas on why this is not visible?

Note: This catalog item is in a custom application and the ITIL user has all the necessary roles related to the custom app

[Ankur Bawiskar]

@JK9903 

seems user doesn't have read access on these related tables

-> sc_item_option_mtom
-> sc_item_option

Try to use access analyzer and see

Also add report_view acl to sc_req_item and the above 2 tables and check

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[Tanushree Maiti]

Hi @JK9903 

Did you check this KB : KB0826409 Variable is not visible on reports created for some users but admins are able to view the ... 

Cause

1. The variables data is stored on table "question_answer" 

2. The Out of the Box ACL  "question_answer==>read" will grant access only if user is admin or has a "catalog_admin" role.

3. Any users without these (admin or catalog_admin) will not be able to view the variables data on the list report

Resolution

Solution is to create a read ACL on table "question_answer" to provide access to the user / group of user , having a specific role as per business requirement.

Give the required access to itil user in the mentioned table in KB.

[JK9903]

Hi  , @Tanushree Maiti 

The user has catalog_admin and itil role and can able to see and edit the variables in the RITM form