After upgrading from Jakarta to later version, non-admin users are unable to view the Business Service (business_service) field in the Incident form.
This particular case was seen on an upgrade from Jakarta to Madrid but may be applicable to other releases as well.
Upgrade introduces new ACL on cmdb_ci_service table. ACL is introduced by sn_grc plug-in.
Create ACL granting the necessary users access to the cmdb_ci_service (example image below)
- Notable Changes for upgrades from Jakarta to Madrid (check "GRC: Policy and Compliance Management")
- Changes to plugins in Madrid (search for "GRC")
- How to create an ACL