Non-Admin users are unable to commit update sets

[Prashanth]

I made changes as per ServiceNow KB Article and community article to grant retrieve/preview/commit access to non-admin role users. Non-Admins are able to retrieve/preview but are unable to commit the update sets even though 'Commit Update Set' UI Action is visible to them post retrieval. Below is the error message that is showing up when trying to commit even though the update set and update are in global scope.

Wanted to know if there is a way to fix this issue.

Thank you!!

[Rahul Kumar17]

Hi,

The error message you provided indicates that the user does not have the required roles to commit the update set. Here are some steps you can take to troubleshoot this issue:

1. Verify that the user has the "update_set_creator" and "update_set_communicator" roles assigned to their profile. These roles are required to commit update sets.

2. Check if the user has any restrictions in place that prevent them from committing update sets. You can do this by going to the user's profile and looking for any related lists such as "Restricted Caller Access" or "Access Controls". Make sure that there are no entries that restrict the user's access to update sets.

3. Check the update set scope. Make sure that the update set and all its associated changes are in the global scope. If any changes are in a different scope, the user must have the required roles in that scope to commit the update set.

4. Check the UI action properties for the "Commit Update Set" button. Make sure that the "Client" checkbox is checked in the "Security" tab. This allows non-admin users to access the UI action.

If none of these steps resolve the issue, you may need to check the system logs or contact ServiceNow support for further assistance.

Thanks,

Rahul Kumar

[Prashanth]

Hi Rahul,

Thanks for your response!

1. I did not find "update_set_creator" and "update_set_communicator" roles in our instances, please let me know if I'm missing anything.

2. User does not have any restrictions, we created a custom role and ACLs to provide them access to update set tables.

3. Updates and the update set are in the same scope, non-admin user captured those changes in Dev instance and retrieved successfully into test instance but unable to commit it.

4. "Client" checkbox is checked in the "Commit Update Set" UI Action.

Thanks,

Prashanth

[Amit Gujarathi]

Hi @Prashanth ,
I trust you are doing great.

From what you've described, it sounds like the non-admin users are encountering an error when trying to commit update sets despite having the necessary UI action visible to them. There are a few potential reasons why this could be happening, so let's take a closer look.

Firstly, it's important to verify that the users have the necessary permissions to perform the commit action. You mentioned that you made changes to grant retrieve/preview/commit access to non-admin role users, but it's possible that there are still some permissions missing. To confirm this, you can check the Access Control Rules (ACRs) for the relevant roles and ensure that they have the appropriate permissions.

Another potential cause of the issue could be related to the scope of the update set and update. If the update set and update are not in the same scope as the non-admin users' roles, then they may encounter errors when trying to commit. In this case, you can try either moving the update set and update to a scope that the non-admin users have access to, or granting the users access to the relevant scopes through ACRs.

If the above solutions don't work, then it's possible that there is an issue with the code or configuration of the ServiceNow instance. In this case, I would recommend reaching out to ServiceNow support or consulting with a technical expert to troubleshoot the issue further.