Request Option under Entitlement Type: Drop Down (single)

[MarcoApollo]

Dear All,

I have a question related to the Request Option under Entitlement Type: Drop Down (single). We would like to implement a new endpoint with the request option under Entitlement type: Drop Down single. While testing the new access request in our environment we noted the following: 

If a user has already one role assigned for ex. " Read Only " and he will request a new Role " Full " for the same application can be for training or PROD, the new Role " Full " will be assigned as should be but the old Role " Read Only " will be removed from the system. 

Could you please assist here, if a user requests a new role for the same app old role should be still assigned to the user and not removed.

For this specific app we are using a dynamic attribute " Module " which contains 2 modules type: PROD and Training

Role: 5 different roles per modules. 

Many thanks to all

[rushikeshvartak]

Update create task action under entitlement type as remove existing access from task

[MarcoApollo]

Hello,

I made this action already but, in this case, 2 tasks are generated one to add access for the new role and other one to remove the existing role. We would like to avoid this removal access, so the user can request a new role and once the task will be completed in ServiceNow, the user will have the account in the app with 2 Roles assigned, as it is now if we use the request option as a " Table ".

Thank you

[rushikeshvartak · Accepted solution]

If you need both access then it should Table