Users need to be able to edit INC or CHG templates created by others

jmeza · 3 weeks ago

A user has requested their team be able to edit/update any INC or CHG template created by someone on their team. They have template_editor as part of the itil group, but that's only working on their own templates. I also tried tempate_editor_global, but that didn't work either.

Please advise, thanks!

Vaishnavi Lathk · 3 weeks ago

Hello @jmeza ,

To allow users to edit INC or CHG templates created by anyone on their team, you need to go beyond the out-of-the-box roles like template_editor or template_editor_global, because:

template_editor only lets users edit their own templates.
template_editor_global should allow all templates but may be blocked by existing ACLs.

Steps to handle this:

Create a team-based role
For example, team_template_editor.
Assign it to all team members who should have edit access.
Update ACLs on the template table
Modify the record-level ACLs so users can edit a template if it belongs to their team.
Example condition: the template’s assigned_group or created_by is in the user’s team.

Check field-level ACLs
Make sure no field-level ACLs prevent editing, as they can override table-level access.

Test access
Have a team member try editing a template created by someone else on the team to confirm it works.

Result:

Users can edit templates created by their team members.
Templates outside their team remain protected. Admins/ITIL roles retain full control over all templates.

View solution in original post

Naveen20 · 3 weeks ago

Create templates as global templates rather than personal ones. Clear the User field on existing templates so they're no longer owned by a specific person. Then template_editor_global will let anyone with that role edit them. The downside is these templates become visible to all users (you can still restrict visibility by setting the Group field on the template).

Vaishnavi Lathk · 3 weeks ago

Hello @jmeza ,

To allow users to edit INC or CHG templates created by anyone on their team, you need to go beyond the out-of-the-box roles like template_editor or template_editor_global, because:

template_editor only lets users edit their own templates.
template_editor_global should allow all templates but may be blocked by existing ACLs.

Steps to handle this:

Create a team-based role
For example, team_template_editor.
Assign it to all team members who should have edit access.
Update ACLs on the template table
Modify the record-level ACLs so users can edit a template if it belongs to their team.
Example condition: the template’s assigned_group or created_by is in the user’s team.

Check field-level ACLs
Make sure no field-level ACLs prevent editing, as they can override table-level access.

Test access
Have a team member try editing a template created by someone else on the team to confirm it works.

Result:

Users can edit templates created by their team members.
Templates outside their team remain protected. Admins/ITIL roles retain full control over all templates.

AparnaSahu · 3 weeks ago

Hi @jmeza,

I hope this KB helps you understand the issue - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564004

Thanks,

Aparna