We received an issue that some ITIL users when they clicked the 'Show Related Incidents' icons does not pop-up any window on some users. While others when they clicked the 'Show Related Incidents' icons it will pop-up a window to show related incidents.
Sample for this ITIL user: Antonio
He is trying to view the related incidents for user Jeanne, but it does not pop-up window to show related incidents.
He tried other user Jeff and it works.
I asked the other ITIL user Aldrin
For Jeanne, when he click 'Show Related Incidents' it does pop-up window for the related incidents.
Same with user Jeff
Antonio and Aldrin are both members of the Service Desk group.
there is OOB query business rule on incident table and will show incidents only when logged in user is in caller or opened by and watch list
This is basically blocking and restricting the records
To confirm what Antonio is able to see go to incident.LIST and see which incidents he/she can see
Did you check if Antonio is present in Caller or Watch list or Opened by in any incident?
If my response helped please mark it correct and close the thread so that it benefits future readers.
He can see all incident when he go to incident.LIST
The other ITIL user, Aldrin. Even he is not on the watch list or Opened by he can see the related incidents of Jeanne or Jeff.
