Incident Management

[Sonal7]

How do I give an access to Incident Management module, just read access to the user who just has snc_internal role. I can see that though the plugin is activated, sn_incident_read role is not available in the instance. I tried creating an ACL with read operation, snc_internal role, after impersonating the user is able to view only the service portal page. 

[Sonal7 · Accepted solution]

Yes I agree, but I see that sn_incident_read role is not available in the instance though the plugin is activated.

[Sonal7]

Apart from this, do we have any other solution?

[Dr Atul G- LNG]

The kb provided the solution what other solution are you looking for?

Resolution

1. For brand new New-York instances, activation of "com.snc.business_stakeholder" plugin provides the business_stakeholder role which contains sn_incident_read, sn_problem_read, sn_change_read, sn_request_read and approver_user roles by default.
2. If your instance was upgraded to New-York, you will have to activate an additional plugin "com.snc.itsm.roles" to get these product specific roles. This is explained here: This is explained in this article: https://docs.servicenow.com/csh?topicname=incident-management-rn.html&version=latest#d1044650e57

3. Please follow this article to request the said plugin - https://docs.servicenow.com/csh?topicname=req-itsm-roles-inci-mgmt.html&version=latest

4. This plugin will provide all the roles mentioned below, there is no need to activate each of the product specific plugins:

Business Stakeholder [com.snc_business_stakeholder]	business_stakeholder Note: The business_stakeholder role contains the sn_incident_read, sn_problem_read, sn_change_read, sn_request_read, and approver_user roles.
ITSM Roles — Incident Management [com.snc.itsm.roles.incident_management]	sn_incident_read sn_incident_write
ITSM Roles — Problem Management [com.snc.itsm.roles.problem_management]	sn_problem_read sn_problem_write
ITSM Roles — Change Management [com.snc.itsm.roles.change_management]	sn_change_read sn_change_write
ITSM Roles — Request Management [com.snc.service_management.roles.request_management]	sn_request_read Note: As there are future updates expected for the sn_request_read role, do not assign it to users without the business_stakeholder role. sn_request_write

5. Note: Activate the ITSM Roles plugin on a sub-production environment and test the functionality before requesting activation in the production environment. For assistance, contact the ServiceNow Professional Services team.

[Robert H · Accepted solution]

Hello @Sonal7 ,

Which plugin did you check? The plugin that includes the sn_incident_read role is "com.snc.itsm.roles.incident_management". If this plugin is not yet present you can request it as described here .

Regards,

Robert

[Sonal7]

Yeah I also checked for the same plugin. It is not present. Will raise the request. 
Thank you 

[Mark Manders]

That plugin is part of the business stakeholder license, so make sure you have that one when requesting the plugin to be activated.