What role needed in order to create additional SCTASKs within an existing ITM?

[Ulrich Schulte]

I got the following situation:

An ITM exists with one SCTASK within it. Now the resolver manually wants to add a new SCTASK on demand (for example because he needs another team to perform a task in parallel), No issue as I just need to hit the "new" button within the "catalog tasks" tab (see attachment) to create the task.

However: I do have admin rights and normal ITIL users do not see the "new" button. How can enable ITIL users to do this without granting them full admin rights? Our ServiceNow support providers tells me, that this is only possible with admin rights, but I do not really trust this statement...it should be possible to have a role for this?

[Harish KM]

Hi @Ulrich Schulte few other things to consider. If you allow other users to create sc task manually won't the workflow or flow designer won't get messed up?

And for your question you would need to modify create ACL on sc_task table and give the role itil, this will allow them to create new task 

[Sohail Khilji]

Hi @Ulrich Schulte ,

Generally as per practice it's via flow or workflow...

1. If you need a flow on demand then there will be an issues in tracking of request.

2.  Allowing task to get created ondemand is not recommend to maintain process stability.

3. Reporting on RITM becomes harder when you create task on demand.

These are the common reason the team has rejected or denied your request.

Let me know your requirement of task on why do you need a ondemand task so that I can suggest alternatives...

I hope this helps...

[Ulrich Schulte]

Thx for a quick reply Harish and Sohail,

the requirement I'm looking for is to cover a kind of "mini-projects" or mixed tasks, which are not standardized. For example the request for a special, non-standard PC in a laboratory. Request is raised, the resolver evaluates it and identifies a couple of tasks that need to be done along with this. Maybe we need an additional network socket, we need to purchase software, hardware and the onsite support needs to set up the computer. For all of these tasks I don't want to raise seperate requests, but cover them all in one request. But remain flexible with this, because the next special order might have completely different subtasks. So not feasible a workflow upfront, as workflows might change from request to request.

[Harish KM]

Hi @Ulrich Schulte as I said to grant itil users to create task manually you would need to update Create ACL on sc_task table and give role itil,