ITIL Role Unable to Access Problem Management Application

[HassanAl]

In our ServiceNow instance, users with the ITIL role are unable to access or view the Problem Management application. However, admins can access it without any issues.

Here are the steps we've checked so far:

1. Verified that users have the ITIL role assigned.

2. Ensured that the Problem Management module is enabled in the navigator.

3. Checked access control lists (ACLs) for the problem table but couldn’t find any obvious restrictions tied to the ITIL role.

What could be causing this issue? Are there any additional configurations, roles, or domain settings that might need to be updated to grant access to ITIL users?

Any guidance on troubleshooting or resolving this would be greatly appreciated.

[Vasantharajan N · Accepted solution]

@HassanAl - Did you check the Application Menu Roles is customized or not?. If yes is answer then revert to OOTB

[HassanAl]

Hi Vasantharajan I checked problem in the app menu and discovered that only admin role was assigned access, I've added ITIL and Problem_Manager and can now confirm access.

[J Siva]

Hi @HassanAl 
Check i they are able to access the problem table using "problem.LIST" in the filter navigator OR ask them to search any of the problem record from the Global search.

If they are not able to see the records, then it's related to ACL issue.
If they are able to see the records, then check the Aapplication/Module menu roles as Vasanth mentioned.

Regards,
Siva

[Dr Atul G- LNG]

Hi @HassanAl 

Try to repair this plugin once

ITSM Roles — Problem Management [com.snc.itsm.roles.problem_management]