Users seeing read only fields and cannot create records in Custom App

[Daniel O_Connor]

Hi all,

Having some issues with some new Custom Apps that I've created on the platform. Up until now, the apps I have created have been for various IT departments and teams. As these users are already licensed ITIL users, there has been really no issues regards permissions.

However this week I have created two new applications for business users. From my understanding of how custom applications were explained to me on purchase, it was mentioned it was effectively unlimited in it's licensing, as each custom app had it's own permissions and roles.

In one example, I've created a simple custom app for a Finance team to manage TASKS that were previously done in Excel. But when the user attempts to create a record (though the list view, clicking the new button) she is presented with all read only grey fields, bar the ones I had created specifically for the requirements.

The table was an extension of TASK. The new fields I added into the table are working fine and as expected, but the fields inherited from the source TASK table, cannot be used.

Am I misunderstanding how extensions of tables and custom apps works? I was under the impression if I extend a table it effectively copies the source table into a new one, where we can remove or add new columns. Is this not the case? 

How do I go about providing the end users in question the ability to write to the current read only fields? I created a role group which is in the global scope, which contains the role for the custom app, but this doesn't seem to be working. 

Appreciate the help, this is really frustrating me 🙂 

[Rajesh Mushke]

but when it comes to you are case, you are trying provide access for ITIL role users right?

and also have you assigned system generated roles that users? 

Let me know if you need more details.

Thanks,

Rajashekhar Mushke

Community Leader - 18 

[Daniel O_Connor]

No I'm not trying to provide access to ITIL users.

These are business users, who do not work in IT, but have a requirement for a module that allows them track TASKS. I built this in the Now Platform as a custom app, which we have a license for. I was given the impression this is how and where I should be building these type of modules, as licensing is covered from the Now platform license we got, alongside our ITSM licensing. 

If I could give these users the ITIL role it would solve the problem alright. But then I assume that will cause problems during our ITSM licensing review

This article outlines the expectations for a Custom App. That the roles are created whereby they can be assigned to users specifically. In my case, I created a group, added the role, and then added the users.

https://docs.servicenow.com/bundle/helsinki-application-development/page/build/applications/concept/c_ApplicationUserRoles.html

[Rajesh Mushke]

in that case you can assign custom role for them right, so that they can access those modules with out providing ITIL role...

Let me know if you need more details.

Thanks,

Rajashekhar Mushke

Community Leader - 18 

[Daniel O_Connor]

So I think the issue is ACL's. I'll need to create some ACL's to allow these non-ITIL users, read the source TASK fields, while within the custom app.

Next issue is that I inherited this ServiceNow instance in my company, with no handover. So I don't have security_admin role, nor do I have the admin details to login and assign it to myself. So to the Hi portal I go 🙂 

[Rajesh Mushke · Accepted solution]

Yes you are correct, you need to create new ACLs to override system created ACLs, that will works for you. Please Log a Hi Ticket to provide Security_admin, they will provide you the security_admin role. I Hope your query is been answered,please close this thread then only this will be helpful for other community user's. Let me know if you need more details. Thanks, Rajashekhar Mushke Community Leader - 18