Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
Why ITIL users are unable to associate a problem to a closed incident records? - Support and Troubleshooting
  • >
  • Knowledge Base
  • >
  • Support and Troubleshooting (Knowledge Base)
  • >
  • Why ITIL users are unable to associate a problem to a closed incident records?
KB0687025

Why ITIL users are unable to associate a problem to a closed incident records?


1824 Views Last updated : Aug 22, 2022 public Copy Permalink
KB Summary by Now Assist

Issue

As an ITIL user navigate to an open problem record and click on the incident related list, then click Edit.. button of the related list, then try associating a closed incident from the slushbucket. System just ignores the update, nothing happens on the form. 

Cause

The following out of the box write ACL on incident record "sys_security_acl.do?sys_id=66ec26370a0a0b0100a67b597d415b84" has a condition as "Incident State is not Closed" and hence ITIL user is unable to associate a problem to the closed incident record.

However, admin would be able to associate problem to the closed incident, as the ACL's would be bypassed.

Resolution

You need to remove the condition"Incident State is not Closed" from the following out of the box ACL to allow the ITIL users to associate the problem record to a closed incident record: "sys_security_acl.do?sys_id=66ec26370a0a0b0100a67b597d415b84"

This will be a straight forward change, but it involves modifying the out of the box ACL. Hence this is not a recommended approach as you might miss the updates on this ACL between the upgrades.

Other best approach is you can create a new write ACL as below,

Type = Record
Operation = Write
Active = true
Name = Incident 
Field = None
Role = ITIL
Condition = Incident State is Closed


The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.