I have added a few technical services in our Rome edition of SerivceNow as the current list of business services just don't cut it for some incidents, changes and problems. It appears that only people with an admin role can see them appear in the 'business service' field on the form. As an admin I can see them and choose them.
I added them from this table cmdb_ci_service_technical. when I check the cmdb_ci_service table they appear in there too (well at least they do for me). I made a hasty assumption and thought that everyone could see them and choose them. They can't. I checked in the form designer to see what table they were referencing and it was the cmdb_ci_service table, so I thought it would be all good. I entered them into the technical services table thinking that was the right thing to do.
Now, I know I can just got to the cmdb_ci_service table and recreate them all in there and classify them as a technical service like this and they should appear for the users with ITIL role as well (just an assumption here).
I guess the question is why should I have to do that. Surely there is a way to have the technical services in the technical services table, and allow people with ITIL role to pick them for incident/change and problem.
- Why wouldn't ITIL users be able to see and pick the technical services?
- Is there a role I could add to my ITIL users that would allow them to see and pick these services?
- If the ITIL role is not supposed to be able to pick the technical services, why would this table exist? Shouldn't we all then be adding everything to the cmdb_ci_service table and simply changing the classification field to suit business/technical/application services?
If anyone has an answer it would be appreciated before I go and blow the ones on the tech_services table away, and recreate them in the cmdb_ci_service table.
