Create request from incident in Service Operations Workspace

[mah1]

Release: Tokyo Patch 5

We want to add a UI action to create a specific service catalog item from an incident in SOW since we have this option on our standard incident form (outside of SOW). I researched posts in the community on how to do this and also used the OOB Create request as a guide. I tested it and it worked as expected. I tested this using my admin account. However, when I impersonated an itil user, I found that it did not work. This is what was displayed in the new request tab that opened:

Sorry, the page you requested was not found.

This page you were trying to reach at this address doesn't seem to exist. This is usually the result of a bad or outdated link. We apologize for any inconvenience.

I compared the URL for the new tab that opened for the request from the admin user to one from the itil user and it was identical.

I then tested the OOB Create request from an incident in SOW as both an admin user and an itil user. The behavior was the same - it worked for the admin user but not for the itil user. The above message was displayed for the itil user.

I added some logging to the code for my create specific service catalog request and the above message is displayed from the call to g_service_catalog.openCatalogItem.

Could this be some type of permissions issue? Any thoughts?

Thank you!

[mah1 · Accepted solution]

This was a permissions issue. I was missing the workspace_user role.