User unable to switch to default view

[ChrisGetint]

Hello community!

I'm setting up a dedicated ServiceNow user account for a 3rd party integration tool.

While messing with the ACLs for the role of this user, the user can access incidents, but is unable to see all fields from the incident form. Additionally, it won't change to the default view after trying to switch.

I have added "view_changer", and "personalize_form" roles to this user, so he can see the views list and the personalize form list, but when trying to change view from self-service to default it is stuck on self-service and won't switch to default.

It also won't display all fields from incident form, here is the difference from what admin see vs dedicated user:

incident view through admin

Incident view through dedicated user

Here are the ACLs assigned to this user's role

What am I missing? As a side note, we aren't fully able to use roles such as sn_incident_write/read, or sn_change_write/read, as they bring along ACLs that give too much access to other details.

Thanks!

[Swapna Abburi]

Hi @ChrisGetint 

Did you try if user is able to change view from Incidents LIST?

[ChrisGetint]

User can select other views, but upon selecting any other view the page refreshes but it still statys as self-service

[Swapna Abburi · Accepted solution]

If user doesn't contain ITIL or snc_incident_read roles, the view is always defaulted to self-service.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0958445

[Chaitanya ILCR]

Hi @ChrisGetint ,

looks like you are impersonating Garfield Lijewski account and that account doesn't have itil or sn_incident_read roles

try giving itil or sn_incident_read roles 

refer the KB 

Users are being redirected to self service view on the service portal 

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya