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,

[ahefaz1]

@Justin Wenner ,

OOTB the create incident record producer on the sp portal is available to all.

But if the  Explicit Role (com.glide.explicit_roles) plugin is activated on your instance, the record producer becomes "NOT AVAILABLE FOR" people with the snc_external role.

please check if the user has this role. Additionally try giving the user the snc_internal role as well.

If the user has the role, and the sp portal is accessible to him, then please check if criteria has been added to the widget or the catalog page associated with the portal.

Please accept solution OR mark helpful.

Thanks,

[Justin Wenner]

Hello,

Thank you for your reply. How can I install the Explicit Role plugin? I can't find it under "All available applications".

[Justin Wenner · Accepted solution]

Hello,

the Solution was to assign the role 'service_viewer' or create a new ACL to configure the access to the cmdb_ci_service Table.

Thank for all help!