Users are being redirected to self service view on the service portalIssue Users are being redirected to self service view on the service portal.ReleaseAnyCausethis and found it is expected behavior. This occurs because of the OOB (out of box) business rule: incident functions /nav_to.do?uri=sys_script.do?sys_id=68c334efc0a80164016c1bce9b634660 The script on this rule checks a few conditions and sets the incident view to "ess" by defaultResolutionIf the user doesn't have the itil role or the sn_incident_read role, then they will get the ess view. I tested this by chaning line 10 to: answer = "sp"; and confirmed that the user then saw the service portal view.