hey @SM123
This is not an issue with the database view or the join logic. The joins between Incident + m2m_kb_task and sc_task + m2m_kb_task are technically correct.
The difference in behavior is caused by security — specifically ACLs and potentially Knowledge User Criteria.
Important point:
Database views fully respect table ACLs, field ACLs, and Knowledge User Criteria. They do not bypass security.
Why it works for Incident view:
ITIL users have default read access to Incident records. So when the database view joins Incident with m2m_kb_task and kb_knowledge, the KB article number is visible.
Why it fails for sc_task view:
ITIL users typically do not have full read access to sc_task records unless:
They are assigned to the task
They have catalog-related roles
Or custom ACLs allow read access
If they cannot read sc_task, the database view report will not show the KB article number.
Additionally, Knowledge User Criteria may also be involved.
If the KB article or Knowledge Base has “Can Read” User Criteria defined, and the ITIL user does not match that criteria:
They cannot read the kb_knowledge record
The article number will appear blank in the database view report
Even though the join is correct
How to validate:
Impersonate an ITIL user
Try opening the sc_task record directly
If access denied - sc_task ACL issue
Try opening the KB article directly
If not visible - User Criteria restriction
So the issue is one of these:
Missing read ACL on sc_task
Missing read ACL on m2m_kb_task
Missing read ACL on kb_knowledge or kb_knowledge.number
KB User Criteria restricting visibility
Resolution depends on requirement:
If ITIL users should see all catalog tasks - adjust sc_task read ACL
If only reporting access is needed - create a dedicated reporting role with controlled read ACLs
If it is a Knowledge visibility issue - update User Criteria appropriately
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If this response helps, please mark it as Accept as Solution and Helpful.
Doing so helps others in the community and encourages me to keep contributing.
Regards
Vaishali Singh
