Allow specific role ability to manage related sla's within service contracts (SLA Contract Add-on)

[shonamac]

Hi Everyone,

This is driving me crazy being unable to figure this out so hopefully someone has come across this before and can point me in the right direction

We have enabled the SLA Contract Add-on plugin within our environment so we can utilise a service contract as the master document, We are on Geneva.

Currently only an admin can view and modify the sla's which are attached to a service contract

We have a contract manager who I'd like to have ownership of managing service contracts and their associated sla's - they will not be creating/deleting any SLA definitions, it's purely to be able to add the sla's from a slushbucket to a service contract

I managed to sort out the issue with them being able to view sla's associated with a service contract by creating an ACL on the Contract SLA (contract_rel_contract_sla) table granting them read permissions for their role

I am unable to to get their role to see the edit button on the SLA related list (as seen in the screenshot) so they can grab the available SLA definitions from the slushbucket

I've tried modifying the list control to enable access to their role but this has no effect. (I even tested by checking the Omit edit button on the list control to verify list control modifications were working for an admin user)

I've read up a little about embedded lists and standard lists from this article - Configure list controls and even tried setting up ACL's as if this were an embedded list to no avail. If this were an embedded list though then it wouldn't make sense in how I can change the behaviour for one role and not another.

If anyone can shed any light that would be great, otherwise I'll go ahead and raise a case with servicenow support

Thanks

Shona

[Michael Fry1]

On the table - contract_rel_contract_sla - I don't see any ACL's that allow anyone to read/write to that table. You could go create some from the table: contract_rel_contract_sla. In your navigation type contract_rel_contract_sla.list with no return or enter:

[shonamac]

Hi Michael,

Thanks for your reply.  

Yep that's correct, there are no ACL's by default.   I created both a read and write ACL for this particular role, and while the read ACL worked in that it allowed the role to view the SLA's attached to a particular service contract the write ACL did not have any effect in allowing the user to edit the list of attached SLA's.   I even tried ACL's in conjunction with list controls but still nothing

[Michael Fry1]

I changed the role on the application: Service Level Management - from admin to itil.

Then I created ACL's with itil role.

Impersonated user with itil role and it seems to work.

Did you give application a new role?

[shonamac]

Interesting, yes my application does have the admin role and the additional role (contract_manager) assigned

Can you give me an example of the ACL you created as that's the only thing I can think that I'm potentially not getting right

Thanks for your help!

Shona