Variables added at a column in a report are not visible for end-user (not ITIL)

[Adil AZ]

Hi team,

I've a report that display all specific variables for one specific service catalog item, i can see all the columns because i've an ITIL role, so i see all the variables in my report.

However, when i share this report inside a dashbord with an end-user (not fulfiller, without ITIL role), he can see all his records but he cannot see the columns related the variables. 

Is there any solution about this use case ? 

Thanks in advance. 

[Saurabh Gupta]

Can you share the reports screenshot?

[Adil AZ]

I’m not connected now to the instance but like for example I’ve this report with these columns : 

Number | CatalogX.requested for | CatalogX.Variable1 | CatalogX.Variable2

When an end-user with just « snc_internal » role will access to my report included in a dashboard by using a direct URL link, he will see just : 

Number

RITM…..

RITM……

He won’t see all the other columns that depends on variables column

Thanks in advance 

BR

[Saurabh Gupta]

Hi,
You need to check read ACL for the tickets if the user is having read access on ritm table.

[Adil AZ]

Yes he has access, because as i've indicated, he can see all the records requested by him : 

Number

RITM…..

RITM……

One he access to one RITM he can see also all the variables in the RITM form on readonly. These variables are the same existed in the service portal and that means accessible by all our end-user in order to raise a request. 

My question, is why the end-user can see the variables in the RITM form line by line, and not in the reporting ?