Notifications

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Description

Incident creation from outlook mapping to record producer is not working for non ITIL users

Release or Environment

All

Cause

For users that do not have the itil role, the configured Service Catalog form for creating new incidents is shown.

The "Create Incident" record producer is inactive on customer instance

Resolution

  1. Go to "Create Incident" record producer
  2. Set "Active" to true
  3. Save the form

Additional Information

https://docs.servicenow.com/bundle/newyork-it-service-management/page/product/incident-management/concept/create-incident-outlook.html

Article Information

Last Updated:2019-11-20 05:19:04
Published:2019-11-20