ITIL role was not inherited to the user when the group "Service Now ITIL users" was added to the user


Description

ITIL role was not inherited to the user when the group "Service Now ITIL users" was added to the user

Release or Environment

ALL

Cause

The group "Service Now ITIL users" doesn't have the ITIL role inherited/added under Roles Tab. Hence though the user is added to the group "Service Now ITIL users", as this group "Service Now ITIL users" is not having the ITIL role added, the user will not inherit the ITIL role.

Resolution

Need to add the ITIL role to the group "Service Now ITIL users" under Roles tab and then refresh the user form and you can notice the ITIL role added.

Additional Information

For more information to know how to assign a role to a group, please go through the documentation Assign a role to a group