Users without any roles are unable to navigate to the RITM record via email link

[arunkumar119909]

Hi Team,
I have a requirement where end users without any roles need to navigate to the Request by clicking on the Request number hyperlink in the email. And also, I need to provide a UI Action for those specific users who are part of the request (e.g., a people manager without any role). How can I address this requirement?

Thank you in advance for your assistance.

[Abbas_5]

Hello @arunkumar119909,

Users without any assigned roles in ServiceNow cannot access RITM records directly through email links or the Employee Center. To allow users to view RITM details, you need to assign them the approval_user role and ensure their access to RITM records through Access Control Lists (ACLs) is properly configured. Additionally, users with the itil role can generally access and view RITM details out of the box. 

Explanation:

• Roles and Permissions:

  In ServiceNow, user access is controlled by roles and ACLs. Roles grant a user certain privileges, while ACLs determine access to specific records or fields within the platform.
• Approval_user Role:

  The approval_user role is crucial for allowing users to view and approve RITM requests, including accessing the RITM record itself.
• ACLs:

  Access Control Lists (ACLs) further define what users can do with a record, such as reading, writing, or deleting. Ensure the approval_user role (or the role you assign) has the necessary read permissions on the RITM record.
• itil Role:

  The itil role typically grants broader access to ServiceNow's ITSM applications, including the ability to view RITM records. Users with the itil role can often bypass the need for the approval_user role for some tasks.
• Employee Center:

  If users are attempting to view RITM details within the Employee Center, ensure they have the approval_user role and appropriate ACL permissions to read approval details. 

  If it is helpful, please hit the thumbs up and accept the correct solution, by referring to this solution in future it will be helpful to them.

  Thanks & Regards,

  Abbas Shaik

[Ankur Bawiskar]

@arunkumar119909 

but why you want users with no role to see REQ etc?

This doesn't sound like a valid business requirement.

You will have to make sure user passes table level READ ACL to see the REQ.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[arunkumar119909]

@Ankur Bawiskar 

I have a business requirement similar to what happens in an organization: if an employee goes on vacation, their engagement partner needs to be notified that the employee will be away. In such cases, the engagement partner should be able to view the request through the email in which they were informed. In this scenario, within the organization, there will be multiple projects and multiple engagement partners without any defined roles.

Thanks.

[arunkumar119909]

Hi @Ankur Bawiskar 

I have a business requirement: when an employee goes on vacation, their engagement partner must be notified. The engagement partner should view the request via the notification email. In this scenario, the organization will have multiple projects and engagement partners without specific roles.

Thanks.