When creating a new template for the incident table, not all fields are displayed in the template builder.

Steps to Reproduce


  1. Impersonate ITIL User.
  2. Navigate to Incident > All and click on any incident to open it.
  3. Click the + sign on the bottom template bar to create a new template.
  4. Notice that the template builder only has a few fields available (see screenshot below), whereas the admin role user can see all the fields.


This is expected behaviour. There is a baseline ACL (incident.* - save_as_template) that restricts access. To allow additional fields to be selected in the template builder form for ITIL users, modify the existing ACL or add additional field-specific save_as_template ACLs on the incident table.

Related Problem: PRB671427

Seen In

Eureka Patch 11 Hot Fix 2
Geneva Patch 1
Geneva Patch 3
Geneva Patch 3 Hot Fix 2
Geneva Patch 4
Geneva Patch 4 Hot Fix 2
Geneva Patch 5
Geneva Patch 6
Geneva Patch 7

Associated Community Threads

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Article Information

Last Updated:2019-06-27 06:21:37