Only-read role for workspace and itil role for employee center in the same role

[jessicafich]

Hello,

I'm trying to customize a role in my Service Now, but I'm not getting it.
I need two different roles in the same role. I need some peple can only read Incidents or Request, not can edit them in the Workspace, but if the go into the Employee Center, they would be able to register and incident or a request.

I'm getting mad trying to get it. Could you please help me?

[Dr Atul G- LNG]

Hi @jessicafich 

It’s not possible. SN works based on roles, and a user can perform actions according to their role. You’ll need to create two different roles or use the OOTB included read role to get your work done.

[jessicafich]

Hello,

Thanks for your reply.

And what can we do for the group of people we need to go to the employee center to open new incidents or request and also need to consult the state of the incidents and request in the workspace operation?
They are kind of Consultants that need to read all tickets, no write them, but also can open incidents or request as users.

Could you propose a solution??

Thanks in advance

[Dr Atul G- LNG]

Hi @jessicafich 

And what can we do for the group of people we need to go to the employee center to open new incidents or request

--> Any user who has no role can access the EC portal and is considered an end user here. So, any user can open an incident and make requests.

and also need to consult the state of the incidents and request in the workspace operation?

--> To work on incidents and requests, a user must have the SOW role and ITIL role, or at minimum, a module-level role is required.

They are kind of Consultants that need to read all tickets, no write them, but also can open incidents or request as users.

--> Minimum Read role is required to view the incident.

[jessicafich]

Hello,

I created a rol named "itil only read" role with these roles: itil + snc_read_only, and the group of users were able to only read incidents and request on the workspace operations but when they go into the Employee Center and go to Open a new Incident or Request the Submit button wasn't visible. I thought they could create tickets because users without any role can do it. But there was no my case.
Do you know what can I do?

Thanks in advance