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!    

[Uncle Rob]

You could build a new Incident Read ACL with a single condition line to catch the major incidents.   Don't associate the ACL with any roles.

Be absolutely sure on this though.   ACL's are one of those things where "you only need one grant" to get the access.   1000000 other ACL's can say "$%#& NO!" but one ACL saying yes means you win the prize.   If you have any other view restrictions by company or incident type, this will supersede them.

[kevinwhittaker]

Rfedoruk,

I have created the ACL but still have the same results...users without the ITIL role still cant see the information on the gadget.

[Pradeep Sharma]

Hi Kevin,

You have to adjust/create read ACl's on incident table. Apart from that there is a BR "incident query" which also restrict the access. you might have to adjust this as per your req.

[kevinwhittaker]

Thanks for the response Pradeep!   Can you explain what you meant by 'BR incident query'?