Error in incident summerization

[kirankr2061]

Hello Community,
Recently I was working on incident summarization now assist skill and I am getting this error 
"Summarization could not be completed because access to base table incident was unsuccessful".
I even check roles both users have itil and all required conditions are met but one user getting this error but not another and for admin for few incidents I am getting this error.
Any suggestions or fix would be helpful.

[Vikram Reddy]

Hi @kirankr2061,

Since this hits admin on some incidents too, it's not a role gap, itil is a red herring here. This error fires whenever the Generative AI Controller's read of the incident record fails an ACL check, and that check depends on the specific record, not just the user's roles.

A few things worth checking in order:

1. Open sys_generative_ai_log for the failed attempts and note the exact incident sys_id, that tells you which records are failing versus which aren't.
2. Look at the incident ACLs (sys_security_acl) for anything beyond a simple role check, a script or condition tied to fields like assignment_group, company, or caller_id will pass for some records and silently fail for others.
3. Check the Admin overrides checkbox on that ACL. If it's unchecked, the admin account is subject to the same script logic as everyone else, which is exactly why admin fails on select incidents.
4. If the instance is domain separated, compare the record's sys_domain against the user's session domain, cross-domain records will throw this same message even with correct roles.
5. Confirm the sn_generative_ai and sn_uxc_gen_ai plugins are healthy, a partial install throws this exact message table-wide rather than record-by-record.

Thank you,
Vikram Karety
Octigo Solutions INC