ACL and Role to create Quick Messages

[leslie8]

I need to allow anyone with the ITIL role to be able to create quick messages.

I have allowed the ITIL role to access the Quick Messages module by editing the application menu.

I also changed the ACLS read and create to require only the ITL role

ACL sys_email_canned_message

However, when an ITIL user opens up the Quick Messages menu, they are unable to create a New quick message.

What is the ACL that I need to modify?

[Pradeep Sharma · Accepted solution]

Hi Leslie,

You can turn on the debugger and check what is the exact ALC restricting the access. Please refer the below section 8 for more info.

http://wiki.servicenow.com/index.php?title=Using_Access_Control_Rules#gsc.tab=0

[Deepak Ingale1]

I guess you ll also require Write acl to define along with read, create.

[leslie8]

Yes I created a Read ACL to allow ITIL Role to read the records, I also modified the Create Write roles to include the ITIL role.

Thanks!

[leslie8]

I made those changes to the ACLs for sys_email_canned_message.

The ITIL user can create quick messages by going to System Definition > Quick Messages.

However, they still cannot insert quick messages into the Email Client. They are missing the Quick Messages drop-down.

Only members of the Service Desk group can add quick messages into the Email Client.

I compared the list of roles between the Service Desk and other groups with the ITIL role. I also granted a user of a different group the same roles as all members of the Service Desk and that did not work. It did work when I added that test user to the ServiceDesk group. So, it seems to be based on GROUP membership, rather than an actual role.

I tried with the Debug Security log but that does not provide any clues.

Where can I locate the Quick Messages drop-down? What UI page does the Email Client use?