Special handling notes for itil user

[chiragpathak]

Hi Community,

The users with role sn_shn.users can view the pop up but what if we have to make it available also for users with role itil. I tried changing the ACL it did not work any other approach for this?

[Ankur Bawiskar]

@chiragpathak 

Special handling notes is mainly feature for CSM/Case.

You are trying to use it for ITSM?

what debugging did you do?

share config screenshots.

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

[chiragpathak]

Hi @Ankur Bawiskar 

I just created a special handling note and in configuration I had added the table incident and the field assignment group and in the special handling note I added that table to it. So it works now for incident if the assignment group is not empty.

But the pop up comes up only for sn_shn.user how can I allow it also for the itil users?

[Ct111]

have you thought about creating a group which will have both sn_shn.user and itil roles , in this way when you will assign any user to THIS group it will automatically inherit "sn_shn.user " this as well along with itil . Without much need of making any changes to OOB setup.

[chiragpathak]

Yes @Ct111 we have but the way we handle groups in our instance is different so we cannot give that role to a group either.

We have permission groups where the roles are given and then child groups in general so if the child group is part of the permission group the those roles in permission group would be inherited to the user so thats not an option