"Create Request" Chrome Tab in SOW Not Visible to ITIL Users

[anushinde05]

Hello Community,

I’ve added a "Create Request" Chrome tab inside the SOW. It works fine for admin users, but non-admin users like those with the "itil" role cannot see the tab.

Here’s the Chrome Tab JSON I used:

{
"label": {
"translatable": true,
"message": "Create Request"
},
"routeInfo": {
"route": "record",
"fields": {
"table": "sc_cat_item",
"sysId": "-1"
},
"params": {
"query": "active=true"
},
"multiInsField": "sysId"
},
"condition": {
"tableDescription": {
"table": "sc_cat_item",
"canCreate": true
},

"roles": [ "itil" ],
}
}

What should i add in the JSON to make this visible to non-admin roles?

[stephenbrou]

I ran into this as well and despite adding roles in the JSON, I still could not see 'New Request' when impersonating non-admin users. 

Since we're utilizing the SCTASK form to directly create requests instead of the broader REQ/RITM, I was able to accomplish the above by going to the SCTASK table record, clicking the 'Controls' tab and checking 'Create access controls' which generates a role.  Then, I just gave that role to our I.T group and verified they were able to see 'New Request' on the SOW chrome tab.  It's worth noting that I didn't actually need to specify this role in the JSON too 🙂

 

[Ankur Bawiskar]

@anushinde05 

if non-admin has Create access on that table then it will show.

Ensure your non-admin satisfies the table.None CREATE ACL

If my response helped please mark it correct and close the thread so that it benefits future readers.

[snehareddym]

I’ve added a "Create Request" Chrome tab inside the SOW. It works fine for admin users, but non-admin users like those with the itil role are not able to see the tab.

Here’s the Chrome Tab JSON I used:

{ "label": { "translatable": true, "message": "Create Request" }, "routeInfo": { "route": "record", "fields": { "table": "sc_cat_item", "sysId": "-1" }, "params": { "query": "active=true" }, "multiInsField": "sysId" }, "condition": {

"roles":['itil], "tableDescription": { "table": "sc_cat_item", "canCreate": true },

} }

The reason it's not visible to users with only the itil role is because catalog items cannot be created by itil alone. To create a catalog item, the user must have any of the following catalog roles or personas, such as:

• catalog_admin

• catalog_manager

• or respective catalog_editor roles

That’s why even though the Chrome tab has the role itil, it doesn’t display in the SOW — because the user lacks create access on the sc_cat_item table.

You can find more on this in the product documentation:
🔗 Define a Catalog Item – ServiceNow Docs