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!

[erik_brostrom]

You could leverage view rules in this scenario, based upon particular criteria for the logged in user and the record itself.

i.e. Specific views for individuals whom do not meet the "IT" requirement.

https://docs.servicenow.com/bundle/jakarta-platform-user-interface/page/administer/navigation-and-ui/task/t_CreateAViewRule.html

These can be as complex as you would like or as simple as a individual having a role.

[Eeson]

Hi there,

I've had a similar use case on the platform,

"To secure incidents so that only the assignment group (could be your department) can manage the incident"

Members of different assignment groups cannot view the ticket.

Solution was generic, ACL driven and easy to extend to other groups that wanted to be secure without a release cycle.

If the Operations department/business process is very different to your standard incident process then perhaps a scoped application would be suited.

Good luck on your solution and enterprise edition..

Iain

[AshishKM]

JonW,

Client Script is best options to restrict the editable access. We generally keep all incident in incident table under various categories/types but not creating a separate table for a team. 

You can write a onLoad client script on incident table and check

if logged in user's assignment group is not same as incident's assignment group the set the required fields as read only.

Hope that you already did some , if it helps please like.

Thanks,

Ashish

[JonW]

Thanks everyone for your solutions!

We just upgraded to Enterprise so I can't wait to try these methods out!