Can't add User to Group that applies Admin rights

[Trish Mac]

When adding a User to a group that will add roles, the attached message comes up that a job will be run.  However, it seems to be running instantaneously as there's no delay in adding or removing a User from a Group once I've clicked Update.   I also have two groups with Admin rights.  I can add/remove the User to one of those groups with no issue however when I go to add the User to the other group, he never actually gets added.  I've elevated my privileges prior to and that doesn't make a difference either.   The problem group has a type of ITIL as it's used as an ITSM assignment group for Admins however when I remove the ITIL type in our Test environment, the issue remains.  I'm at a loss to explain why I can't add this or other users to this one particular group that applies Admin rights.  I've tried locating the job but haven't been able to find it.  I tend to think this isn't the issue anyway as I can add Users to the other group that applies the Admin role but not this particular group.  Any thoughts?

Thanks,

Trish

[AnveshKumar M]

Hi @Trish Mac ,

Try adding an user to the group again and note down the exact time.

Then explore the Node Logs (All -> Node Log File Browser) for that particular time stamp (add a second before and after) and go through the logs returned, you have great chance of figuring out the issue.

Thanks,

Anvesh

[Trish Mac]

Hi Anvesh, thanks for this information.  The log seems to indicate that an AD record is locked (if I'm interpreting it correctly) however that isn't making any sense as I can add/remove this person from other groups and another group that applies the Admin role.  I've logged a HI ticket to get this resolved.  Thanks for taking the time to share your suggestion!

Trish

[oharel]

Hi,

I had something similar because of invalid entry in contains roles:

Not able to grant admin roles to user profiles. - Support and Troubleshooting (servicenow.com)

Cannot assign the admin role to users or groups - Support and Troubleshooting (servicenow.com)

Removing it helped resolve the issue.

Somewhere along the troubleshooting line, I opened a case with HI and they noticed that my node was not connected to an instance. They wanted to reboot it. In the end they successfully added the role to a specific user and the issue disappeared.

Also, there are some articles to check:

Admin user can't assign admin role to other user accounts - Support and Troubleshooting (servicenow....

Admins are unable to add the 'admin' role to other users - Support and Troubleshooting (servicenow.c...

Hope it helps

harel

[Trish Mac]

Hi Harel, thanks very much for your input.  I reviewed all of your articles.  The E-Signature plug-in is inactive and the role in the article isn't available in our instance.  In the end, after testing and reviewing information, I too logged a HI ticket.  I'll see what they say.  Thanks for taking the time to share your experience, much appreciated.

Trish