User's roles does not show up in User table

jglez
Tera Contributor

‎01-26-2023 01:04 PM

Hello, so I'm new to the Service Now platform and I'm not sure why this is happening.

 

I created a new user in the sys_user table, and I set his role as ITIL, but in the sys_user table, when I search up the user, his role doesn't appear in the Roles field, why is that? When I added ITIL to the role list, I made sure to it save.

 

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Thanks

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5 REPLIES 5

Bert_c1
Kilo Patron

‎01-26-2023 02:43 PM

query the sys_user_has_role table. but the Default view of a sys_user record does show roles in my instance.  that is a Related list, 

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divyachandra1
Tera Contributor

‎01-27-2023 04:28 AM

Hi @jglez 

 

The roles which were added to you do not show up in the Roles field of the sys_user record.

 

Instead they will appear in the Related List called "Roles " . Please open the same user record and navigate down to the related lists and there you would see the role ITIL being added.

 

Please note as a good practice do not add roles to the user, instead add a group to the user record. And roles should be added to the group. So whenever a User is added to a group, they will inherit the roles which were added to the Group.

 

Please mark this post Helpful if it helped you figure out the issue.

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Edward Rosario
Mega Sage
Mega Sage

‎01-28-2023 08:34 AM

See if this community post helps.
https://www.servicenow.com/community/itsm-forum/how-to-fix-view-by-user-role/m-p/493339

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TravisOC
Giga Guru

‎01-28-2023 10:08 AM

There are a few potential reasons why the role is not appearing in the Roles field for the user in the sys_user table:

  1. The Roles field in the sys_user table may not be set to show all of the roles that a user is a member of. You may need to check the field configuration to see if there are any filters or conditions that are preventing the role from being displayed.

  2. There may be a problem with the way that the role is being added to the user. For example, the role may not be properly linked to the user in the User Roles [sys_user_has_role] table.

  3. The user may not have been properly activated. In ServiceNow, when you create a new user, it is created as a "deactivated" user and must be activated before it can be used. Make sure that the new user is activated.

  4. There may be an issue with the ITIL role itself. For example, the ITIL role may be inactive or may have been deleted.

  5. There could be a problem with the instance you are using, such as a recent updates or configuration changes that could be causing the problem.

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