Digital Portfolio Management plugin impact in ITSM forms

Aniket1498
Giga Guru

a month ago

We recently installed the 'sn_dpm' plugin in a customer instance. It caused the access restriction to service & service offering field in incident, problem, change forms for users having 'itil' role.

 

 

On investigation we found that the plugin installed a ACL for the role 'sn_dpm.sn_dpm_manager' for the Service offering field.

 

What is is best approach and standard through which this can be resolved as the 'itil' users needs to select the service & service offering fields in incident, problem & change form?

 

ACL causing issue: <instancename>.service-now.com/sys_security_acl.do?sys_id=13979f6d775330107190308eec5a99c2

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AndersBGS
Tera Patron
Tera Patron

a month ago

Hi @Aniket1498 ,

 

i would look at all the ACLs for the mentioned fields/tables for read access. Fulfillers working on incident/requested item etc. just need read access to select the service and service offering.

 

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

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Aniket1498
Giga Guru
In response to AndersBGS

a month ago

Hi @AndersBGS ,

Correctly said. Even I check the read ACLs. However, by default 'itil' users were able to read/write on the particular field but after the plugin installation they can't. 

Is this a known bug or is there any thought process from ServiceNow end to implement this kind of ACL where the functionality it self changes?

For instances, organizations that does not implement DPM can work without issue and organization that uses DPM would require to have the dpm roles for all 'itil' user?

Regards,

Aniket Dey

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