Non-ITIL users can't see a Assessments

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mwess
Kilo Contributor

‎11-27-2018 09:14 AM

Hello,

I am new to doing configuration / development work on Servicenow (so I apologize if the answer to my question is obvious).  I am implementing Demand and want to be able to assign assessments to various individuals who are not ITIL users.  When I assign them an assessment, they get an e-mail notifying them of the assessment, but when they click on the link they are just taken to our Service Portal.  Our instance was setup before I started, but it appears that all non-ITIL users are directed to our Service Portal automatically.  

In the product documentation it states that no roles are required to take assessments.  What am I doing wrong?  Please keep in-mind that I "only play a developer on TV", so easy, specific solutions would be much appreciated.  🙂

Thanks,

Matt

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Allen Andreas
Administrator
Administrator

‎11-27-2018 09:23 AM

Hi,

So it sounds like you have a redirect happening, sending them to the portal instead of the back-end based off of role. Which is where the survey "currently" lives. This is common and honestly not something I would change.

What I recommend you DO do....is go to Survey > Administration > Properties and simply enable this setting:

find_real_file.png

This allows the link to be clicked in an email and send them to the service portal for the survey.

This does affect everyone go there (even ITIL), but honestly, the service portal for surveys is MUCH better looking anyway and the likelihood of an ITIL user getting assigned the survey and all that is minimal. You'd just need to look in to reminding ITIL users to go to the back-end and get back to work, haha when done. Sometimes ITIL don't understand how to get away from the portal.

Please mark reply as Helpful/Correct. Thanks!


Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

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Allen Andreas
Administrator
Administrator

‎11-27-2018 09:23 AM

Hi,

So it sounds like you have a redirect happening, sending them to the portal instead of the back-end based off of role. Which is where the survey "currently" lives. This is common and honestly not something I would change.

What I recommend you DO do....is go to Survey > Administration > Properties and simply enable this setting:

find_real_file.png

This allows the link to be clicked in an email and send them to the service portal for the survey.

This does affect everyone go there (even ITIL), but honestly, the service portal for surveys is MUCH better looking anyway and the likelihood of an ITIL user getting assigned the survey and all that is minimal. You'd just need to look in to reminding ITIL users to go to the back-end and get back to work, haha when done. Sometimes ITIL don't understand how to get away from the portal.

Please mark reply as Helpful/Correct. Thanks!


Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!
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mwess
Kilo Contributor

‎11-27-2018 09:38 AM

Allen,

Thank you!  That does allow Non-ITIL users to take the assessment.  It does bring up another issue though in that the description text doesn't seem to display when you hover over it (I had some guidance on scoring the different questions--ex: Risk = 0-3 if Probability and and Impact are low).  Any thoughts / suggestions?

 

Thanks again,

Matt

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