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]

Check this out

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0993396

[PritamG]

check table ACLs ensure ITIL users have both read and write access on the case table via the ACLs later check user role confirm ITIL user have necessary roles for accessing the employee center portal and case table.

record producer permissions verify the record producer script or conditions aren't restricting access.

Debug ACLs use security debug to identify and fix any failing ACLs for ITIL users.

[Ankur Bawiskar]

@PRAGHATIESH S 

since it's a CSM case the agents should have the correct role to create case record

they should have sn_customerservice_agent role

check this KB which talks about the basic CSM roles

Customer Service Management Roles and FAQs 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@PRAGHATIESH S 

Thank you for marking my response as helpful.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@PRAGHATIESH S 

Hope you are doing good.

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