Notifications

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Description

  • Unable to select Affected CI's on incidents transitioned from New Call
  • Unable to select Affected CI's on incidents records
  • Some CIs from the "affected CI" field is missing

Cause

  • Field "Affected CI" is dependant on the field "company"
  • or ACLs could be preventing users from seeing some CIs

Resolution

Service Desk Call related:

  • with service desk call plugin, there is a business rule "CallTypeChanged"
  • that sets the company field, on line 24, you can comment this line

Service Offering related:

  • If this is ACL related, especially if you have "service offering" from application "service portfolio management"
  • The CIs might be of class "Service Offerings"
  • There is an ACL named "Service_Offering" for read-only access. It has 2 roles assigned to it "service_viewer" and "catalog_admin."
  • Add "service_viewer" to the ITIL role to allow your ITIL users to view these CIs

Article Information

Last Updated:2020-01-02 01:44:03
Published:2019-12-30