UI actions not visible to ITIL User?

[Priyadharashini]

Some of the UI actions (Re-Analyze,Delete) are not visible to the ITIL user even after the roles(ITIL) was included for the UI action buttons. This is in Madrid version.

Can anyone please provide any solutions for this.

Below screenshot is of a Admin user which shows Re-Analyze and Delete when the record was closed

As of the ITIL user, the above buttons are not visible

[Pooja Devkar]

Hello,

Refer below links for your query:

https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/workspace/task/configu...

https://docs.servicenow.com/bundle/helsinki-platform-administration/page/administer/list-administrat...

Please mark correct & helpful; if it's useful to you.

Thanks & Regards,

Pooja Devkar

[Enrique Brands1]

Hi Priyadharashini,

To allow a user to delete records from the problem table, you will need to update the "Delete" ACL. Remember to elevate to security_admin to do this.

In terms of the re_analyse button, can you please share a screenshot of the whole record, including condition.

Thanks,

Enrique

[amlanpal · Accepted solution]

Hi Priyadarshini,

As per the OOB definition, the visibility of Re-Analyze UI Action is defined inside the Script Include 'ProblemStateUtilsSNC'. In the script include a function named 'canReAnalyze' controls the visibility. Please evaluate the same in your instance to get the root cause of the visibility behavior. You may refer the Script Include here: https://instance_name.service-now.com/sys_script_include_list.do?sysparm_query=name%3DProblemStateUtilsSNC

Hope this helps. Please mark the answer Correct/Helpful based on the impact.

Regards,

Amlan