CSM - How to I allow users on a WatchList to see the case information?
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02-13-2023 11:32 AM
Users added to a Watchlist are unable to view the case, they receive a message when they click on the LINK, it takes them to a screen that says, you don’t have access.
** I am new to ServiceNow admin, and need step-by-step assistance.
Thank you,
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02-14-2023 01:13 AM
Hello @Sandra Mack
OOB the expected behavior is that watch list user will get notified via 'email' if any comments have been added to an incident.
Also, they are can reply to those emails and the same would be updated in the comments of the record.
However, if you wish to grant access to these watch list users to view the record, then you need to check if there are any ACL restrictions or before business rules which is restricting visibility on the records.
To debug this further, you need to check for read ACLs on the specific table.
You can run the below URL to get the list of read ACLs on the table: (iam using the incident table here. you need to change it as per your requirement)
To check for the business rules, you need to check the URL below. (iam using the incident table here. you need to change it as per your requirement)
- https://YOUR_INSTANCE_NAME.service-now.com/sys_script_list.do?sysparm_query=collection%3Dincident%5Eaction_query%3Dtrue%5Ewhen%3Dbefore&sysparm_view=
You can read more about ACLs & Business Rules here:
