ITIL users not able to access the case

[PRAGHATIESH S]

Hi,

I have created one record producer to generate CASE record. In the Employee Centre portal submitted the record producer and getting error like " sorry either the data doesn't exit or you don't have access" for ITIL users.

I have added the ITIL to the write ACL also. Still not able to access it.

Can someone help here.

[Musab Rasheed]

Try giving ITIL role to read ACL in addition to write ACL. it should work

[PRAGHATIESH S]

Hi @Musab Rasheed 

Tried to add in the read ACL also not working.

[Musab Rasheed]

What kind of case is this ? if HR case then check User criteria and HR criteria, if User doesn't pass HR criteria then you see such message, if both are correct then check below article once.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1002692

If this is custom table then give access to read, write, delete, create case ACLs

[PRAGHATIESH S]

Hi @Musab Rasheed 

It's a Case (sn_customerservice_case)