Creating cross-scope privileges? (Or some other access issue)

[Bastian_E]

I have a requirement to create an UI Action in ITSM Agent Workspace, which can create a Customerservice Case from an Interaction.

Whenever I try this, the new tab that opens up just says "Security constraints prevent access to requested page". Running this as admin works, but not as the user with itil role.

I created both Create and Write cross scope access in "Restricted Caller Access Privileges". This is the Write one:

I don't know if it's correctly configured, since I haven't done this previously. For some reason the error message still appears. I tried adding the user who uses the UI Action to a group which gives customerservice agent roles, but to no effect.

Any suggestions or ideas?

[Community Alums]

Hi @Bastian_E ,

 Check if the Agent has correct Roles.

[Bastian_E]

Which roles would those be?

Do they require a customerservice license? That's something I'm hoping to avoid.

[Bastian_E · Accepted solution]

I found it in the documentation https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-ser...

[Community Alums]

Hi @Bastian_E ,

 Glad to see you got the answer, however i think i guided you to the right direction about roles. PLease mark the answers correct & Helpful both to help others .