QuestionQ85Verified/Customer Service Management System Setup and ConfigurationCopy linkReport a problemAsk AstroTutorSave questionWhich action is necessary to allow agents to create an incident record for a case?AThey must be assigned with the read role for incidentBThey must be assigned with the itil roleCThey must be assigned with the snc_intemal roleDThey must be assigned with the sn_customerservice.itsm_contributor roleShow AnswerAnswerExplanationThe itil role grants an agent the required Incident Management create/write capability. Read access permits viewing only, while internal-user status does not grant Incident table write access. ServiceNow documents itil as a role permitted to create incident records; current CSM/ITSM integrations alternatively use the sn_incident_write integration role, which is not among the choices.Learn moreServiceNow: Create an incidentServiceNow: Assigning CSM/ITSM integration rolesShow comments5Show commentsCommunity DiscussionNo comments yet. Be the first to start the discussion!
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