How to change form view for the End (ess) users

[Hari1]

Hi,

The end user with no roles is not able to see all the fields on the incident form that the itil role user can see. How can i change this?

I did see that the business rule "incident query and incident function" is preventing the ess user view.
But i need the end user to see all the incident form fields that an itil role user is able to see.

Can someone help me out with this?

Regards,

Hemanth N

[Ankur Bawiskar]

Hi Hemanth,

check any view rule is configured on the incident table

Regards
Ankur

[Hari1]

Hi Ankur,

There is no view rule that is created on the incident table.

Regards,

Hemanth N

[Inactive_Us1931]

Hi Hemanth,

Self Service --> Incident module, click on edit module. and try making changes as below.

Just select Link type has "List of Records",  View Name should be empty and add sysparm_view_forced =true in attribute list. refer below screenshot.

Even in the default view, end users not able to see all the fields because there are field level ACL's which allows only for itil users.

Please Mark it correct/helpful, if it helps you.

Regards,

Sachin G D

[Hari1]

Hi Sachin,

It is not working.

Regards,

Hemanth N