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 

ITIL means the user can also work on incidents. Requesters can add notes, update the state, and change the group as well, so it will no longer be read-only.

https://www.servicenow.com/community/developer-forum/users-who-are-accessible-to-esc-portal/m-p/1854...

[jessicafich]

Hi,

That what I'm trying to say. I don't understand why they are not able to create new incidents or requests on the Employee Center with de Itil role, but I have achieved what I needed  in the Workspace Operations with the snc_read_only role, just to read Incidents or Request. I show in two pictures with an user with my custom role.

[jessicafich]

As you can see in the SOW the user can only read the incident but if he goes to the EC, he can't open and incident because he can't see the Submit button. Is it now strange?

[Dr Atul G- LNG]

Try repair EC plugin once.

[Dr Atul G- LNG]

Hi @jessicafich 

I created a new user, assigned only the ITIL role, and was able to submit an incident on the EC portal.