User is not able to view his group tickets.

[Kevin Smith2]

Hello,

I have a scenario where a user is not able to view the tickets assigned to his Group.

Note: The group has "no roles" and the User has just the "end user" role also he happens to be the group owner.

I am not able to figure out why he is not able to view the tickets.

Thanks

Kevin

[Shantharao]

Are tickets nothing but incidents? please check incident assignment group ACL contains which role, provide that role end user, please provide the screen shot for more clarity 

[Ahmmed Ali · Accepted solution]

Hello,

OOTB end user can see incidents opened by him/her or where he/she is mentioned as caller.

To view other incidents, user need to have ITIL role. You can verify same with Ream ACL on incident table.

Let me know for any query.

Thanks,

Ali

[VIVEK ANAND]

Kevin,

Areas to look at are:

1. ACLs - Look at the ACLs for the table. This will help you understand who can read data in that specific table. I believe in your case, there should be access restriction for users to see tickets assigned to other user.

2. Query BR - If ACLs are fine, then next area to look at is Query BR. If there is an active Query BR then look at the functionality of it. If point 1 grants access, modifying point 2 can help to view the relevant data.

3. Check the bread crumb or URL of the page. Does it have any filter set as soon as user clicks the module? Then query or filter condition is set at the module level, go ahead and modify it. If Point 1 and 2 allows access then after changing this user should be able to see the data.

Note: In URL you can see sysparm_query="xxx" some query in place of xxx 

Thanks,
Vivek Anand

Please Note: Please mark it as correct if it helps.

[cashmere]

Hi, thanks for your answer that helped me a lot.