Which role is required to create a incident from self- service.
Whenever i opening a ticket --its saying not authorized.
the user is just created with no role assigned to it.
Could any one guide me on that.
When click on New -- it gaves Not authorized.
Ok, there is a LOT going on here.
I spoke with one of our subject matter experts and here's what she had to say.
Non-roled users CAN create incidents, but when they do from the standard view, there is a ui action named "new" (/sys_ui_action.do?sys_id=c9ce66b4d703120060faef637e610334) that redirects the user to a service catalog item called "Create Incident" (sys_id = '3f1dd0320a0a0b99000a53f7604a2ef9' which appears NOT to exist in your instance)
In fact, the majority of OOB service catalog items do not appear to exist in your instance.
Mine:
Yours:
Which explains why when the user is redirected to the URL - /nav_to.do?uri=/com.glideapp.servicecatalog_cat_item_view.do%3Fsysparm_id%3D3f1dd0320a0a0b99000a53f7604a2ef9 there is nothing for them to view and as such, the message "Not Authorized" displays.
This file was deleted by the system. We can try to restore this file and then check if the functionality resumes.
https://dev17527.service-now.com/sys_metadata_delete.do?sys_id=09107e080c6d47b49068b600bd537244
There are 59 delete items with the update name of "catalog" - you might want to consider reviewing which of these needs restoration.
yes,
Then maybe it's something to do with the button?
I just tried it from the left navigation and clicking new and got this:
Ok, there is a LOT going on here.
I spoke with one of our subject matter experts and here's what she had to say.
Non-roled users CAN create incidents, but when they do from the standard view, there is a ui action named "new" (/sys_ui_action.do?sys_id=c9ce66b4d703120060faef637e610334) that redirects the user to a service catalog item called "Create Incident" (sys_id = '3f1dd0320a0a0b99000a53f7604a2ef9' which appears NOT to exist in your instance)
In fact, the majority of OOB service catalog items do not appear to exist in your instance.
Mine:
Yours:
Which explains why when the user is redirected to the URL - /nav_to.do?uri=/com.glideapp.servicecatalog_cat_item_view.do%3Fsysparm_id%3D3f1dd0320a0a0b99000a53f7604a2ef9 there is nothing for them to view and as such, the message "Not Authorized" displays.
This file was deleted by the system. We can try to restore this file and then check if the functionality resumes.
https://dev17527.service-now.com/sys_metadata_delete.do?sys_id=09107e080c6d47b49068b600bd537244
There are 59 delete items with the update name of "catalog" - you might want to consider reviewing which of these needs restoration.
