question Re: Incident record fields limited for non-itil user in Developer forum

Incident record fields limited for non-itil user

MBarrott — Fri, 06 Sep 2024 19:57:48 GMT

The business wants to have read access for tasks and incidents.

I modified the 'incident query' Business Rule as this was restricting access but now the INC form is extremely limited.

I would think this is an ACL limiting the display of fields but not sure which one.

Re: Incident record fields limited for non-itil user

Bert_c1 — Fri, 06 Sep 2024 22:13:42 GMT

Hi,

In what way did you modify the Incident query BR? Seems you may add another 'current.addQuery()' line after the one present. I don't understand how that affects the form but form fields can be affected by ACLs, client scripts, UI Policies, etc. Is there a group or role that you want to assign to "The business" users? If so, a quick test would be to create a Read ACL for those users and the incident and task tables.

Re: Incident record fields limited for non-itil user

MBarrott — Mon, 09 Sep 2024 13:06:08 GMT

Hey @Bert_c1, I added the role the business users will be assigned into the if statement condition. Other than that the script wasn't modified but prior to that change they couldn't access any records.

Re: Incident record fields limited for non-itil user

Rajesh Chopade1 — Mon, 09 Sep 2024 13:32:58 GMT

It looks like after modifying the 'Incident Query' Business Rule to grant read access for tasks and incidents, some fields on the Incident form are still not visible, likely due to an ACL (Access Control List) issue. ServiceNow enforces field-level and table-level ACLs, and if a role is missing the necessary permissions, fields or even entire records can be restricted.

Please check below points:

- Ensure that field-level ACLs are allowing access to the fields.

- Check table-level ACLs to ensure full form access.

- Use the Debug Security Rules tool to identify which ACLs might be restricting access.

- Modify the ACLs to include the role of the business users or create new ACLs that specifically grant the needed access.

i hope my answer helps you to resolve your issue, if yes please mark my answer correct & helpful.

thank you

rajesh