CSA · Question #216
An IT user calls the service desk because they need to work on task records. All they can see is Self Service on their homepage when they login to the ServiceNow instance. What issue could explain…
The correct answer is A. Their user account does not have itil role E. Their user account does not belong to any groups, which contain the itil role. An IT user only seeing the Self Service portal indicates they lack the necessary itil role, either directly or through group membership, to access IT-specific applications and task records.
Question
An IT user calls the service desk because they need to work on task records. All they can see is Self Service on their homepage when they login to the ServiceNow instance. What issue could explain this? (Choose two.)
Options
- ATheir user account does not have itil role
- BTheir user account was not approved by their manager
- CTheir user account is not logged in properly
- DTheir user account failed LDAP authentication
- ETheir user account does not belong to any groups, which contain the itil role
How the community answered
(25 responses)- A84% (21)
- B8% (2)
- C4% (1)
- D4% (1)
Why each option
An IT user only seeing the Self Service portal indicates they lack the necessary `itil` role, either directly or through group membership, to access IT-specific applications and task records.
The `itil` role is essential for IT users to access and work with IT service management applications, including task records; without it, users are typically restricted to self-service functionalities.
Manager approval is an administrative step in user provisioning, not a direct technical reason for portal visibility after login.
If the user account was not logged in properly, they would not be able to access any part of the ServiceNow instance, including the Self Service portal.
Failure of LDAP authentication would prevent the user from logging in at all, meaning they wouldn't see any homepage.
Roles are often granted via group membership in ServiceNow, so if an IT user's account does not belong to any group possessing the `itil` role, they will effectively lack the necessary permissions.
Concept tested: Role-based access control (ITIL role)
Source: https://docs.servicenow.com/bundle/utah-platform-administration/page/administer/roles/concept/c_Roles.html
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