question Digital Portfolio Management plugin impact in ITSM forms in Virtual Agent forum

Digital Portfolio Management plugin impact in ITSM forms

Aniket1498 — Thu, 07 Aug 2025 19:19:45 GMT

We recently installed the 'sn_dpm' plugin in a customer instance. It caused the access restriction to service & service offering field in incident, problem, change forms for users having 'itil' role.

On investigation we found that the plugin installed a ACL for the role 'sn_dpm.sn_dpm_manager' for the Service offering field.

What is is best approach and standard through which this can be resolved as the 'itil' users needs to select the service & service offering fields in incident, problem & change form?

ACL causing issue: <instancename>.service-now.com/sys_security_acl.do?sys_id=13979f6d775330107190308eec5a99c2

Re: Digital Portfolio Management plugin impact in ITSM forms

AndersBGS — Thu, 07 Aug 2025 20:12:31 GMT

Hi @Aniket1498 ,

i would look at all the ACLs for the mentioned fields/tables for read access. Fulfillers working on incident/requested item etc. just need read access to select the service and service offering.

Re: Digital Portfolio Management plugin impact in ITSM forms

Aniket1498 — Thu, 07 Aug 2025 20:20:18 GMT

Hi @AndersBGS ,

Correctly said. Even I check the read ACLs. However, by default 'itil' users were able to read/write on the particular field but after the plugin installation they can't.

Is this a known bug or is there any thought process from ServiceNow end to implement this kind of ACL where the functionality it self changes?

For instances, organizations that does not implement DPM can work without issue and organization that uses DPM would require to have the dpm roles for all 'itil' user?

Regards,

Aniket Dey