User with custom scoped application itil role is not showing on assigned to

Navaneeth1 · ‎01-10-2024

I made a scoped custom application that inherits from the incident table. This application has a role called " x_g_sns.itil". This role is associated with the read, write, and create access controls of the custom table that inherits from the incident table.

On the "assigned to" field that's inherited from the incident table to this custom table, the users who have the above-mentioned role are not shown. However, when I assign these users the actual "itil" role, they are shown on the "assigned to" field.

Is there a way to fix this issue?

Harish KM · ‎01-10-2024

Hi @Navaneeth1 on your custom table on assigned_to field-->right click-->configure dictionary--here, you can create a new dictionary override,

follow below example, here instead of incident select your table and set override reference qualifier to true and dont assign any values under reference qualifier. Just leave blank

Regards
Harish

View solution in original post

Maik Skoddow · ‎01-10-2024

Hi @Navaneeth1

I don't how you were able to extend from the incident table as OOTB there is a restriction which prevents this.

There are many reason why ServiceNow does not recommend going that way:

To support a custom Incident table a high amount of customization to the other ITSM processes is required.
New functionality in future releases might not work on extended tables or would require further customization.

So please explain first WHY you have done this

Maik