Dashboard Visible to End Users

Kyle Wiley · ‎08-21-2017

We have a go live coming up and we will be tracking issues inside ServiceNow and using dashboards to track to the top issues as the occur. Based on this, I have the need to make the dashboard we will be using, and the Incidents related to the project, visible to end users since management will be responsible for knowing the issues that are happening in their departments/areas.

I have added the public role to the ACL that allows read access to the Incident table and I also added the public role to the reports and the dashboard but I really don't want to have to necessary "assign" the public role to everyone in the system just so they will be able to access the dashboard.

The dashboard will only be available for a few weeks to a couple of months at the most and then it will be deactivated and I can revert the changes so that end users can only see their own incidents again but I need unlicensed users to be able to at least see that tickets have been entered and a description of what they incident is related to during the go live period.

Any ideas on the best way to accomplish this?

Kyle Wiley · ‎08-30-2017

Rob, this did work to an extent. I also had to go into the Business Rule 'incident query' and deactivate it during the go live window so that the user's would be able to see the tickets that were not their own in the reports.

I also created a Module so that it would be easier for the end users to access the dashboard but by doing this, I had to grant specific users the snc_read_only role in order to see it, the snc_internal role did not work for some reason with the module. I did share the reports with Everyone and added the role snc_internal and they were visible on the dashboard for end users.

After doing all of the above, the end users with the snc_read_only role were able to see the reports and dashboards for the project. Thanks for pointing me down the right path!

View solution in original post

robpickering · ‎08-21-2017

Please keep in mind that "public" means anyone on the public Internet can see it.

Authenticated users can automatically see Incidents on which they are a requestor or comment_recipient.

You can also publish KB articles to authenticated users that can be linked to Problem tickets (or Incidents)

"Unlicensed" users are still authenticated, so there's not a reason to make things public just to allow them to see them.

Make sure that your desired behavior is that it is open to anyone on the planet before assigning the "public" role to an object.

My recommendation would be use a Report and make it available to all authenticated users.

-Rob

Kyle Wiley · ‎08-21-2017

No, that is not what we want to do, thank you for letting me know.

How would you make it available to authenticated users? Is there a role to assign the report to? Or just assigning it to everyone would do the trick, regardless of role? Also, how could I make the dashboard visible to them using this method?

robpickering · ‎08-21-2017

For a report, you just "Share" it to "Everyone" and then everyone should be able to see it.

Depending on what you are exposing, you may need a Read ACL for 'snc_internal' on the appropriate table.

Discussion here that may be useful: Published reports not visible to Non ITIL users

-Rob

Kyle Wiley · ‎08-21-2017

So I'm not seeing snc_internal as a role option. I do however see snc_read_only as an option but that is still a role that I have to assign to everyone I'm assuming in order for them to see the reports/dashboard.