Now Assist for ITSM skills could not be completed because access to the base table was unsuccessful or asked to fix role masking configuration - Support and Troubleshooting

Now Assist for ITSM skills could not be completed because access to the base table was unsuccessful or asked to fix role masking configuration Issue .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } In some instances, Now Assist for ITSM features that read from the Incident base table can fail with access-related errors. This typically impacts:

Incident Summarization Sentiment analysis Resolution Notes generation The failures present even when the user appears to have the correct permissions, because the role masking / agent access role configuration is referencing an unexpected sys_id for the ITIL role.

This issue occurs when the instance has an ITIL role record whose sys_id differs from the Out-of-the-Box (OOTB) sys_id expected by the Now Assist agent access/role masking configuration.

The error messages from these failures will likely reference access to the base table or mention role masking, such as:

Summarization could not be completed because access to the base table Incident was unsuccessful. Sentiment could not be calculated because access to the base table incident was unsuccessful. Resolution Notes could not be completed because of access issues. Please fix the role masking configuration and try again

Release .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Zurich onwards

Resolution .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } To check on your instance whether you are using the OOTB itil role, please follow these steps -

Navigate to User Administration → Roles (table: sys_user_role ) Search for role: name = itil Copy the sys_id of the ITIL role in the affected instance Check if this differs from the OOTB itil role with sys_id (282bf1fac6112285017366cb5f867469) If the sys_id is different, to revert back to the OOTB itil role with the correct sys_id, please raise a new case with Customer Support referencing this article. Workaround :

If you need a quick workaround for POV/demo instances then you could do the following:

Go to table: sys_agent_access_role_configuration Find the relevant configuration record(s) used by ITSM Now Assist features Set/replace the role reference to point to the actual ITIL role record in the affected instance Save and re-test affected skills