- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-08-2025 01:01 AM
Hi all,
I was wondering if anyone could share their experience of using the "assigned_to" field for the Project Risk, Issue, Decisions, Actions, and Changes.
We had come across an issue where we were not able to assign certain users (with SPM licenses) as the "assigned_to" for project risks. When we had a deeper look into the field, we found a "user must have ITIL" role condition (role = itil). Our problem is that not all SPM users are ITIL users, so there are loads of project managers or project users who we cannot assign risks to.
We found the same condition on the rest of the Project RIDAC forms and started to wonder if this is not some native configuration and changing the condition would impact other parts of SNOW (ie integrated risk management).
So I just wanted to ask, has anyone else noticed this / has the "role is itil" condition on SPM "assigned_to" fields?
Is this native behaviour?
Does anyone know the implications of changing this condition?
Solved! Go to Solution.
- Labels:
-
Best Practices
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-29-2025 05:49 AM
Hi @KhoendibG
There are some historical reasons I believe:
- ServiceNow was initially built around ITSM, and many core fields (like assigned_to) are designed with ITSM in mind.
- The assigned_to field by default uses a reference qualifier that restricts the user list to those with the itil role — this is because in ITSM contexts, only users with that role are typically eligible to be assigned to tasks like incidents or changes.
- Even though RIDAC is part of SPM (which is business-focused and more strategic), it inherits from task-related tables that originated in ITSM.
- Because of this inheritance, the assigned_to field still uses the default reference qualifier that includes only users with the itil role.
- In traditional ITSM processes, the itil role is associated with users who are trained and authorized to manage tasks, so restricting the assigned_to field ensures accountability.
- However, in SPM and RIDAC, where business users or project managers may not have the itil role, this becomes a problem.
- In an SPM context, the assigned individuals may be project managers, business stakeholders, or executives — and they typically do not have the itil role.
- This makes the default behavior too restrictive and not aligned with the actual usage scenarios for RIDAC items.
It would be great if ServiceNow could comment directly on the root-cause...
Petr
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-29-2025 06:34 AM
Thank you @petrb!
