How do I give read access for Major Incidents to users that don't have the ITIL Role?

[kevinwhittaker]

Hello...This is my first post on the SNOW community so forgive me if this is common knowledge.   I have encountered a problem with the Employee Self Service Portal.   The problem is I want any user that can login to my company's instance to view Major Incidents (the gadget is currently on everyone's ESS homepage).   However it seems like you need to have the ITIL role to actually view information on this gadget.   Is there a way to give everyone read access to this information with out giving everyone the ITIL role?   I think there may be several ACL's controlling read and write access but I'm having trouble trying to figure out which ones I need to modify.   Any help would be greatly appreciated.   Thank you!    

[Pradeep Sharma · Accepted solution]

Hi Kevin,

Thanks for the update.There is a OOB(out of box) BR "incident query" which limit the access of records(rows) on incident table. Before business rule are used when you need to restrict access to certain rows with in a table for certain group of individuals.

[Bhushan_Salseka]

Hello Kevin,

For ESS users have you created an catalog item for incidents.

Regards

Bhushan

[kevinwhittaker]

Bhushan,

Thanks for responding...I have not created a catalog item for incidents.   The item I am referring to is a gadget on the ESS page.

[kevinwhittaker]

Thank you Pradeep...the problem was the OOB Business Rule Incident Query that was restricting read access to ITIL users or the individual that opened the Major Incident.   Once this Business Rule was disabled users without any roles can now view the Major Incident Gadget on the ESS Homepage.   Thank you!

[vyjayanth]

is it a good practice to disable the 'incident query' BR, we are planing to update the security so anyone can see anyones Incidents. What is the best approach to this kind of a functionality. Is it recommended to add a logic in this BR or De-activate this BR and control everything in the ACL's