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?

[Sachin_Nasa]

Hi @KM SN KM SN,
Here’s some clarification regarding the itil_admin role and its permissions:

The itil_admin role is designed to provide higher privileges than the standard itil role. It is typically assigned to team leads or senior analysts. One of its key capabilities is the ability to delete incidents, problems, changes, and related records.

However, it’s important to note that although itil_admin grants delete permissions, the user must still have the ability to view the records in order to delete them. The view access comes from the itil role, not the itil_admin role.

• itil_admin alone does not provide visibility into Incident or other task records.
• A user must have both itil and itil_admin roles to view and delete records.
• No ACL modifications are required for this—ServiceNow is already designed to work this way.

I’ve also tested this in my own PDI, and the behavior is consistent:
Only users who have both roles together are able to perform deletion actions on incidents and other task records.

Hope this helps!
If this resolves your issue, please mark the response as Helpful and accept it as the Solution so it can assist others as well.

[Sachin_Nasa]

Surely there should be both the itil and itil_admin role as per my analyzations.