User can't GlideRecord the Incident table

rrincon · ‎03-12-2014

Hi all,

I created a custom role to handle a custom table, similar to out-of-the-box Incident table.

So, a normal user can create an incident, and if it is assigned to the group where the user is member, it creates a new record on the custom table. So that user (or any of the group) can solve this incident on the custom table, not the OOTB Incident table.

Once the record is Resolved or Closed, it needs to update the parent one on the OOTB Incident table to assign to another group. I did this with a business rule.

Well, it turns out that this is not happening.

Even the user has read/write ACL permissions on the OOTB Incident table (incident & incident.* ACL's), it doesn't work.

Can someone guide me through here, please?

Thanks in advance!

Jim Coyne · ‎03-13-2014

It would probably be best to deactivate the current Business Rule, and create a copy of it, calling it "Custom - incident query" and the script would look like:

(function(){


         if (!gs.hasRole("itil") && !gs.hasRole("your_role_name_goes_here") && gs.isInteractive()) {


                   var u = gs.getUserID();


                   var qc = current.addQuery("caller_id", u).addOrCondition("opened_by", u).addOrCondition("watch_list", "CONTAINS", u);


                   gs.print("query restricted to user: " + u);


         }


})();

Change "your_role_name_goes_here" with your new role.

This would essentially give your new role read access to all your Incidents, assuming ACLs do as well. Now I suggest this without knowing any of your processes or business requirements.

View solution in original post

bianca_vaccarin · ‎03-14-2014

I have converted this discussion to a question for you. I believe you can change it from a discussion to a question and vice versa by clicking on "edit" in your actions box and selecting the little check box under the title that says "mark this discussion as a question."

rrincon · ‎03-14-2014

Hi Bianca,

Thanks for that!

No, for some reason I couldn't change that on the Edit option. That check box only appears (to me) when I create a new question, not to update an existing one.

Thanks again!

bianca_vaccarin · ‎03-14-2014

Ah apparently the window to switch between a discussion and question is 15 minutes after post it. I usually try and go in to the forums and mark discussions as question if I see there was a definitive answer. I'll step up my game

Jim Coyne · ‎03-14-2014

Thanks Bianca.

greg54 · ‎06-05-2014

I just wanted to thank you for this solution. I don't have any hair left after pulling it all out trying to figure out what the issue with my ACL's were. Apparently it wasn't an ACL at all. Thanks again!