question Re: Users with ITIL role cannot see the incidents assigned to them. in Developer forum

Users with ITIL role cannot see the incidents assigned to them.

AdityaK — Sat, 24 Aug 2024 14:00:08 GMT

Hi, I am practicing on my PDI. I recently upgraded my PDI from the Vancouver version to the Washington DC version.

As an admin, I created an incident and assigned it to a user with ITIL role. When I impersonated that user and checked for the Incidents assigned to me, it is showing 'Security constraints are stopping you from viewing this page'.

Why is this happening?

Re: Users with ITIL role cannot see the incidents assigned to them.

ShubhamGarg — Sat, 24 Aug 2024 15:14:35 GMT

Hello @AdityaK ,

Can you check & validate "incident query" query Business Rule (QBR)? This is out of box restriction who can view incidents records and who cannot. This will give you a clarity why you are not able to access incident and which roles & group membership is needed to view incident.

If this does not help, you can check access privileges for a given resource using Access Analyzer . It will show where exactly it is granting or blocking access (All ACLs & Query BR info. related to given resource - record/table, etc.)

Application Navigator -> Access Analyzer -> Analyze Permissions.

If it is not already installed, you can go to plugins and install it. It is free of cost and there are no special roles required to install it. Neither it has an impact on instance if you install it.

If my response helps you in any way, kindly mark it as Accepted Solution/Helpful and help in closing this thread.

Regards,

Shubham