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?

[Joel O]

Hi everyone,

@Ulrich Schulte were you able to get this working? Was also curious if it's possible to isolate this access to a specific Catalog Item. 

Thank you. 

[Ulrich Schulte]

Unfortunately no. Although my service provider stated that this would only be possible with admin privileges, I'm pretty sure that it must be possible with applying some ACLs to the task table and granting these access privileges to a specific role then. However - I did not want to touch the existing ACLs, so I finally gave it up.

[Ulrich Schulte]

...just to add: It might cause some compliance issues as well, if certain people can just create whatever SCTASK they want and assign them to teams directly without any ITM approval upfront.

[Joel O]

If you still require it and have the ability to configure it, I was successful to getting this sorted out DM if you liked to chat. Our use case requiring this feature has no bearing on approvals or future reporting so therefore low impact, however as others have mentioned not best practice.