'New' button on Change list in SOW only works for Admins

[Ron Legters]

What does the 'New' button on the list of Changes in SOW do that the plus sign in the tabs area doesn't?

When a user who doesn't have admin clicks the 'New' button in the list, nothing happens. The same button works for new Incidents and Problems. Also, these same users can create a new change by clicking the + in the tabs in SOW and selecting 'New Change Request'. 

As far as I can see, both the 'New' button the plus sign open the Change selector page, so it seems the 'New' button is doing something else that non-admins don't have permission to do.

Any idea what this might be?

[Ron Legters · Accepted solution]

In our case, the issue was that someone had installed Event Management, and the variant for the Change list page from that app, 'List default Event Management Copy' was displaying instead of 'List SNC'. We never figured out why the button doesn't work on that variant, but switching the order of the variant 'List SNC' so it would always display fixed it. (lower number for Order displays first)

[Martin Friedel]

Hello,

I just tried creating Change Request in SOW on my PDI (xanadu-07-02-2024__patch3-10-23-2024) and both buttons work as expected for admin and also an itil user.

Have you done some customizations in Workspace regarding that button?

Martin

[Ron Legters]

That's my experience on my personal instance as well. I'm working with a customer, and the button is working in Production, but not in dev or test, so I'm sure they made some kind of change. I just don't know where to start looking for what might have changed. I don't know why the plus sign works, and 'New' button doesn't, when they appear to do the same thing.

[Martin Friedel]

At least it's working in production 😅

Here is link to the button:

...service-now.com/sys_declarative_action_assignment.do?sys_id=d3d7554723b17010785ddc1756bf6523

Try to compare changes against OOB version on your PDI.

Martin

[Ron Legters]

Thank you for this. I was struggling to find which of the many 'New' declarative actions was the one I was looking for. 😊 

Am I correct that the 'UX Add-on Event Mappings' are the things that happen when you click the button? There are 10 mapped in my customer's instance, 4 in my personal instance, and 3 in a newly spun up PDI. 

I'm remembering that we had to duplicate the SRP Record page to make changes to the 'Schedule' details card, so is it possible we didn't link things correctly to the new variant? If that's the case, though, why would it work for Admin but not itil?

I'm going to take a look at the UX Add-on Event Mappings in customer's dev instance to see if anything leaps out at me. 

Thank you very much for your time on this.