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.

[Ankur Bawiskar]

@HassanAl 

did it happen after an upgrade?

what if they type problem.LIST in left navigation?

If my response helped please mark it correct and close the thread so that it benefits future readers.