unable to create change even with necessary roles

[mathewirene]

Actually a user raised an incident indicating that he is not able to create change as the fields in the change request form are only in read only form to the user. he is actually able to view create new module and open it but while he enters to new form all fields are greyed out. when checked in lower instances he is having all the necessary roles required like itil, sn_change_write roles everything but even when he is having these necessary roles also he is not able to edit the fields. Why this happens?

[GlideFather]

Hi @mathewirene,

have you impersonated that user to validate their issue? 

Also, you can check ACL or to use Access Analyser - there you select a table, field, user, whatever you want to analyse. That can give you idea why they can or cannot edit the form and why it's read only.

Without having the full context (no access to your instance), there's nothing we can do...

[Ankur Bawiskar]

@mathewirene 

since user is seeing New button it means user is passing Table.None CREATE ACL

Seems user is failing Table.None WRITE OR Table.* WRITE ACL

did you use access analyzer and debug and see what's failing?
[Vancouver Release] Customers gain enhanced access visibility with ServiceNow Access Analyzer 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Dr Atul G- LNG]

Hi @mathewirene 

It might be very rare, but it can happen. Could you please check whether the user has the same system ID in both instances? Sometimes they have different system IDs, which means the user is not added to the correct group or assigned the appropriate role, and that could be the reason for the blocking. Otherwise, there may be an ACL issue. Also, how is the user trying to raise a case? Do they have any screenshots?