HR Admin role [sn_hr_core.admin] not being granted with "admin" in Production after activating Human Resources Scoped App: Core plugin

[patricklatella]

We are going live with the Human Resources Scoped App: Core and are running into an issue.

We have activated the plugin in the Production instance.

The issue is the [sn_hr_core.admin] role is not being granted by the “admin” role, so we are locked out modules, the application scope, etc.  

We did not experience this issue in DEV or TEST.

ServiceNow documentation states the [sn_hr_core.admin] role should be granted by the “admin” role.

Anyone experience this or have any idea why we're facing this issue?  Thanks!

[patricklatella]

Hi Michael, thanks for the response.  We'll try that.

[patricklatella]

We may not be able to try your solution til tomorrow morning...I'll let you know how it goes.  Thanks again!

[patricklatella]

Hi Michael, 

we tried clearing the cache and it did not work.

So strange, ServiceNow documentation clearly states the [sn_hr_core.admin] role is contained within the [admin] role...which is what we see in DEV and TEST, and I see that in my PDI.  But we don't see it in our PROD environment, so we're locked out essentially.  Documentation also does not say anything about necessary "go live" steps to avoid this issue.  

Any other thoughts?  We have opened a HI ticket.  Thanks again.

[patricklatella · Accepted solution]

ServiceNow support was able to resolve our issue.  However it was still strange.  The agent was able to impersonate the HR Admin user (the only user with access to the HR Admin role), and was able to grant the role to other users.  However when we impersonated that user, we were not able to do this.  We did try the cache and logging out and back in and it did not work for us.  So ultimately, odd behavior for sure.  If anyone else experiences this issue you will likely need to contact ServiceNow support.