User cannot see incidents

[samadam]

I have users created with new roles for incident and the role has access to the Incident Menu. when I impersonate the user and click on either "All" or Open user can only see their own incidents like self service. I have ACL to grant read access to this role for all incidents, still cannot see any other records..

Any ideas?

Thanks

[Gangadhar Ravi]

Please activate your ACL debugger then you should be able to find which ACL is causing issue.

[Chuck Tomasi · Accepted solution]

It's likely the OOB "incident query" before/query script is filtering the results.

Replace INSTANCE your instance in the URL below and investigate.

https://INSTANCE.service-now.com/nav_to.do?uri=sys_script.do?sys_id=2bc2f9b1c0a801640199f9eb0067326e

Also note, granting access to records other than your own may imply a license impact. Proceed with caution and contact your ServiceNow account rep for full information!