Unable to add evt_mgmt_user role to itil role

[ServNowDev]

are there certain roles that you cannot add to the itil role. Im trying to  add the evt_mgmt_user role to the contains section of the itil role. Its not allowing me to do.

[SC15]

@ServNowDev-

Correct. ITIL role is an out of the box role and has its limitations.

If your goal is to give anyone with ITIL role, an additional role of evt_mgmt_user role, this may be accomplished in the following manner:

- open the table, sys_user_role.LIST

- Find and open the evt_mgmt_user record

- Go to the related links "Contains Roles" tab and click on Edit

- Add the ITIL role from Collection list to the Contains Roles List

- Save

- When back on the Role record form, Save

- You should now see the ITIL role listed under "Contains Roles" tab

This will accomplish your goal to have evt_mgmt_user to have ITIL role.

Please mark this solution as accepted and helpful if it helps with what you are trying to accomplish.

[ServNowDev]

Tried steps above added Itil to the evt mgmt user role and still did not see Itil roles users inherit this evt role 

goal is to have all Itil users have the role of evt mgmt user 

are there restrictions to what roles can be added to iti

[Gaurav Shirsat]

Hello @ServNowDev 

ITIL role is one of the Base System Role. read more about Base System Role

Can perform standard actions for an ITIL helpdesk technician. Can open, update, close incidents, problems, changes, configuration management items. By default, only users with the itil role can have tasks assigned to them.

ITIL roles are used to define responsibilities. In particular, they are used to assign owners to the various ITIL processes, and to define responsibilities for the activities in the detailed process definitions

as per the Event Management Prospective,  we have 4 Important Role as below

Now Your Event Management Roles are Specific for the Activities related to Event Management and itil role is Base system role.

I would recommend you, not to add evt_mgmt_user role to contains role of ITIL user.

create separate Group, provide evt_mgmt_user role to that group and add your limited set of people who needs this role. even you can add itil and this both to that group.

If you add this role in Contains List of itil role, it will be given to each individual who keeps itil role.

One of the Reason why you are not able to add this role in itil contains list may be due to this 

you need to verify this above article is explaning about problem_cordinator role, is that same for your evt_mgmt_user role also.

Thanks and Regards

Gaurav Shirsat

[Abbas Abidi1]

It's better to grant evt_mgmt_user role to all the ITIL groups, instead of adding it under itil role, which is not a best practice.