Users stuck in Self-Service view despite having a custom role

[Nicolas15]

Hello Community,

I've created a custom role to allow users to view only a subset of incidents and requests.
The access part works perfectly — ACLs and Query Rules are all good.

However, users with this role are stuck in the "Self-Service" (ess) view and are unable to switch to another view, even when granted the view_changer role.

Here's what I've investigated so far:

• Forcing a different view via URL → The form loads, but still in ESS view.
• Adding the view_changer role → The view picker appears, but selecting another view only reloads the form in ESS.
• Adding an advanced View Rule with no effect:

(function overrideView(view, is_list) {
    if (gs.hasRole('my_custom_role')) {
        answer = 'default';
    } else {
        answer = view;
    }
})(view, is_list);

I was told to assign the snc_internal role to my users to avoid this behavior.
However, this is a strict ITSM-only instance (no CSM), and the snc_internal role doesn’t exist.

How can I make ServiceNow treat users with my custom role as “internal”, or at least allow them to exit the ESS view?

Thanks in advance for any insights or workarounds!

[GlideFather · Accepted solution]

Hi @Nicolas15,

I don't have answers for the ess or view in general, however to enable snc_internal and snc_external, I think you need to activate Explicit roles plugin. It doesn't need to be just CSM.

[Nicolas15]

Thanks @GlideFather !

I didn't know that. I'm going to request the plugin activation on our dev instance. I believe this should solve my issue. I'll come back with feedback and if that's the case, with solution acceptance!

[GlideFather]

Alright, fingers crossed it could help you.

Note: once a plugin is activated it cannot be deactivated 😛 so if you want to validate some behaviour, use PDI first 😉

[Nicolas15]

You nailed it!

In the mean time, I found article KB0958445 that pointed to another direction. But this would have meant to modify an ootb global Business Rule, which isn't ideal.

Just granting snc_internal combined with my View Rule does the trick.