ServiceNow Requester Permissions (Role)

[Justin Wenner]

Hello,

I hope someone can help me

I have the problem that employees cannot create an incident with the catalog Item "Create incident". Which role or customizing is needed to enable this?

For licensing it is important that the employees are requesters and not full fillers.

Kind regards

Justin Wenner

[ahefaz1 · Accepted solution]

@Justin Wenner ,

What is the table that the service field is referring to?

Can you try to select the service after giving the user, the "service_viewer", role.

Please accept solution OR mark helpful.

Thanks,

[JaeggerLegane]

Hello Justin,

No role should be required. Can you provide more details please?
Is the form simply not available to them, via the self-service portal? or do they get an error?
A screenshot from the form in the back-end would be helpful too (especially the related list tabs).

[Justin Wenner]

Hello,

it is the quick link widget on the esc.

As a normal user without any role, I cannot select a service and cannot see the "Create new incident" item on the "All" tab.

[JaeggerLegane]

Am I understanding correctly that you have 2 separate issues?
The second issue is related to filter navigator and not the self-service portal?

For issue 1 (not being able to submit "Create a ticket" since no service can be selected):
1. Can you look at the record producer and take a screenshot of the service variable, particular the "type specifications" tab? I'd like to see which reference qualifier conditions are defined.
2. Can you take a screenshot of the script field of the record producer? (since hardcoding may be defined there)
3. Are there any client scripts linked to this record producer?

For issue 2 (not seeing "Create new incident" button in filter navigator):
1. As an admin, can you search "Create new incident" in filter navigator and click on the "Edit Module" icon next to the favorite icon?

2. Please check the visibility tab and verify which roles have been defined there

[ahefaz1 · Accepted solution]

@Justin Wenner ,

What is the table that the service field is referring to?

Can you try to select the service after giving the user, the "service_viewer", role.

Please accept solution OR mark helpful.

Thanks,