Why ITIL admin role user not able to see the Incident list?

[KM SN]

Since his level is higher than ITIL, should he automatically have access, or does he also need the ITIL and ITIL admin roles?

[KM SN]

I assigned the ITIL admin role to Abel Tuter, but he still can't see the incident application menu. It appears he doesn't have access to the application menu. Since he has higher privileges than ITIL, shouldn't he have access by default? Why is it necessary to add roles to grant application access? or adjust ACLs etc.

[Ankur Bawiskar]

@KM SN 

itil_admin doesn't contain itil so users having itil_admin won't see that module

this clearly explains why that module or application menu is not visible

they should have exact itil role to see that

ITIL -> agents working on tickets

ITIL Admin -> managing business processes, record deletion, CMDB administration

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[KM SN]

This is exactly my point—if they want to delete it, they should be able to see it first, right?

[Ankur Bawiskar]

@KM SN 

They are able to handle this using SOW and not native.

May be ServiceNow is motivating to use workspaces

I did try with ITIL admin user and that user is able to see INC in workspace list and is able to update, delete etc

I believe this answers your question.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[KM SN]

Hi Ankur,

I also checked with Abel Tuter, who has the itil-admin role, but he still can't access the sow workspace in my PDI.

I am attaching the below ss for your reference. Thanks!