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?

[jessicafich]

Hi,

But if I assign the ITIL role only, then the user can edit Incidents into the SOW and that's not what I want. With scn_read_only they only read the Incidents into the SOW.
What do you mean with Try repair EC plugin once???
Thanks in advance

[Dr Atul G- LNG]

Agree, but having only the ITIL role isn’t enough. A user must also have the SOW role to access the Workspace and update the record. However, the ITIL role is the base here.

Go to Plugins → Search for Employee Center and repair it.

[jessicafich]

I don't need to update the record in the Workspace, in the workspace I only need to read the record, only read role.

It's in the EC where I need to update the record, I need to create records. And that's what I can't.

[Dr Atul G- LNG]

Hi @jessicafich 

OOTB, if a user has the SOW role, they can make changes to records from SOW, which we can restrict only through significant customization — something I don’t recommend.

The EC portal is meant only for logging requests or incidents, not for updating them. So, you need to inform your customer about what comes OOTB and what needs to be customized if required.