Creating Incidents Using Virtual Agent
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‎05-22-2025 12:14 PM
Can any user create an incident using Virtual Agent or do they require a specific role to be able to (eg. itil)?
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‎05-22-2025 03:02 PM
@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
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‎05-22-2025 09:12 PM
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