Workspace and Many Other Functionalities Not Working After Installing Customer Service Management Plugin

[Haustin Kimbrou]

After my boss installed Customer Service Management plugin, none of our developers can access workspace or really anything productive. We were all given the snc_internal role, but when we are attempting to create an app it gives the error that we are external users and cannot do the action. We cannot create workspaces. We cannot use the OOB agent workspace.

I've looked at roles, ACL, repaired plugins, and looked at videos and forums... I cannot seem to find an answer. I've attached a few screenshots of my environment. Notably, when attempting to open the OOB workspace it says I don't have the right permissions and the user is undefined (you can kind of see that in the top right where it says "UU").

My team and I are still quite new to ServiceNow and don't know a whole lot so any help would be appreciated.

[Filipe Cruz]

Hello Haustin,

Did you check if the Explicit Roles plugin was successfully activated?
Can you check that the different ACLs that you have in the system without any roles were updated to include the snc_internal role?

Is that only occurring when you try to create a new app?

Best Regards,

Filipe Cruz

[Haustin Kimbrou]

I don't believe the explicit roles plugin was activated, as I checked on a new user that was created after these issues occurred and they do not have that role. Where can I find it as it does not appear when I search for com.glide.explicit_roles nor is it listed when I try to repair the com.sn_customerservice plugin.

-Haustin

edit: I also forgot to say that I basically cannot do anything development-realated. Site-wide. I can view nearly everything, but can't do much.

[Haustin Kimbrou]

Also, not sure if this matters, but I cannot change to global scope either.

[Filipe Cruz]

Hi Haustin,

The explicit roles plugin is the one that introduces the snc_internal and snc_external and update the different ACLs. If something goes wrong with that plugin then you might have unexpected behaviors in your system.

In that case I recommend you to create a support case in hi.service-now.com.
Let a support engineer connect to your instance and check what went wrong.

Hope this helps!

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Filipe Cruz