In ServiceNow, a useronlysees modules and records they have permission for, based onroles and group memberships. If an IT user can only seeSelf-Service, it ' s likely because theylack the required rolesfor IT tasks.
B. His user account does not belong to any groups that contain the ITIL role
TheITIL roleis assigned viauser groups(e.g., " Service Desk, " " IT Support " ).
If the user is not in anITIL role group, theywill notsee IT-related modules.
D. His user account does not have the ITIL role
TheITIL role (itil)is required to accessIncidents, Changes, Tasks, and Service Catalog Management.
Without it, the useronlyseesSelf-Serviceoptions (e.g., requesting services, reporting issues).
A. His user account failed LDAP authentication
If LDAP authentication failed, the userwould not be able to log in at all.
The issue here isrole-based access, not authentication.
C. His user account was not approved by his manager
User approval may be required for account creation, butit does not affect role permissions.
E. His user account is not logged in properly
If the user was not logged in properly, theywould not see any homepage at all.
The issue here islimited access due to missing roles.
[References:ServiceNow Documentation:User Roles and Permissions, ServiceNow Best Practices:Managing ITIL Roles and Groups, , , , , , , , ]
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