Best Practice for separating Incidents between departments

[JonW]

Hi all,

My company is currently on ServiceNow Express with version Jakarta and will be upgraded to the Enterprise version shortly.

Currently I have built out a separate Operation Incident table for our operations team to handle their incidents.

After attending Knowledge 18, I feel like it would be better practice to keep all the incidents under one table for different reasons such as reporting, and ease of upgrade.

However, the problem I encounter is that I don't know how to restrict users based on the incident type. For example:

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Incident type is determined by field incident_type that has a choice of (IT Incident, Operation Incident)

When a user under the IT group/role views an IT Incident, they have the ITIL view.

When a user that is not under the IT group/role views an IT incident, they have the user view instead.

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Currently my problem is that the Operation team users are messing with our IT incidents since they see it with the ITIL view. They are reassigning the tickets at will and adding work notes instead of comments to our IT incidents.

Therefore I'd like to reach out to the community to see how does other companies handle their incident and request when it expands to more than just IT and would like to keep them separated and controlled.

Thanks!

[Brian Lancaster]

We had user outside of IT that were had full ITIL licenses.  We kept everything in one table but did not restrict anybody.  We gave them training so they would know the difference between work notes and comments.  We also told them that if they made updates to tickets that were not in their group we would remove their access and then followed thought.

[AshishKM]

Agreed , Such training is part of ITSM Operations and lead should take responsibilities of regular monitoring and knowledge sharing.

[Saranya Suresh]

Hi There!

You can make some fields non editable on form load during client script. This will be applicable in Enterprise edition only.

[AshishKM]

Yeh , That's easy and best option to make fields non-editable for other team.