Hi @pramn ,
It seems the users are accessing the Service Operations Workspace (SOW), and one of the users is not able to see the incidents assigned to his/her group.
There could be a couple of possible reasons for this:
1) Group Membership – Please verify that both users are part of the same assignment group. Sometimes, the second user might not actually be a member of that group, even if it appears so.
2) Role or ACL Permissions – Check if the user has the same roles (for example, itil, sn_incident_read, or any custom roles*) as the other user. If ACLs are restricting access based on roles, the user without the required role won’t see the incidents or reports.
3) Filter or Personalization Issue – The user might have a saved filter or personalization in SOW that limits visibility. Try clearing filters or impersonate the user to check.
4) Report Sharing Settings (if it’s a report issue) – If the issue is specific to a report, ensure that the report is shared with the appropriate users, groups, or roles. Sometimes, reports are shared only with the creator or a specific group.
These steps usually fix visibility differences between users.
If this helps, please hit the Helpful button so others can benefit from it too! 👍
Warm Regards,
Sumit Patil
