Creating Incidents Using Virtual Agent

[Raj64]

Can any user create an incident using Virtual Agent or do they require a specific role to be able to (eg. itil)?

[Dinesh Reddy By]

@Raj64  Any user can create incident from virtual agent as long as they have access to virtual agent.

Thanks,

Dinesh
Please accept the solution and thumbs up if it is helpful

[Deepak Shaerma]

Hi @Raj64 

Generally, users need the itil role to create incidents. The itil role grants permissions to create, read, update, and delete incident records.
In case of Default Users: Users without the itil role usually cannot create or update incidents directly. However, some organizations configure ServiceNow so that end users (employees, customers) can submit incidents or requests without the itil role, often through a self-service portal or Virtual Agent.

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Deepak Sharma