Creating custom views for the application menu

[ServiceNowSteve]

Good Afternoon All,

I have been tasked with creating a custom view of our application menu. Specifically we have introduced a legal module to the platform and we need to stop the average helpdesk users from being able to access that particular application menu and vice versa.

The problem is that both helpdesk users and legal users are using ITIL so simply restricting the menus properties to a specific role wont work.

So what would you say is the suggested best practice to keep their roles but separate their views? I've seen several methods like adding a group field to the application table then running a business rule to creating a UI script.

Any thoughts?

[SanjivMeher · Accepted solution]

I dont see any option other than creating additional separate roles for ServiceDesk and Legal team. You can keep the ITIL role, but create a servicedesk role for ServiceDesk and a legal role for Legal team. And then apply it on their corresponding Application Menus.

[ServiceNowSteve]

My biggest concern doing it this way is that I will somehow cause problems with inherited items.

For example let's say I remove ITIL from Incident menu and add only Service Desk. Will that cause all of the modules under Incident to not work unless I add each one separately?

[SanjivMeher]

If you remove itil from Incident and add ServiceDesk, the module under it would still work, since ServiceDesk has itil rights.

But one more thing here. Incident is used by log of other groups. So wouldn't recommend removing ITIL from there.

We have a separate module for Servicedesk and that module only have access to ServiceDesk.

You may create separate menu for Legal and ServiceDesk and Keep the incident table as it is.

Or let the servicedesk use the incident module. Create a separate module for Legal and Train them to use only that module.