How to create a Service Account

Brett14 · ‎09-22-2016

All,

I have a question and not sure if I am missing something here.

I have a requirement where the client wants the ability to have Department Heads see all of their teams tickets (incident, request, project, demand, etc). Doesn't matter what the record is, but if their team is opening tickets they want to see them all. Mainly when looking at reports.

I received a suggestion to create a 'service account' that contains the 'itil' role. What is a 'service account' and how is it created? Is this a special role?

Putting this question out there because I have never heard of a 'service account' outside of setting up the MID Server.

Thanks, Brett.

Erik Stolberg · ‎09-22-2016

Normally a service account, as far as what I've seen, is used for integrations, such as with the MID server as you mentioned. Do all of your Department Heads have accounts with appropriate rights to view all of the mentioned ticket records within ServiceNow already? If they do, then you can likely give them the role 'report_group' so they can create reports for their teams.

Unless you're looking to create some web service API integration for reporting, you shouldn't need to create a service account. It sounds like a waste of an ITIL license if your users are already licensed.

Brett14 · ‎09-23-2016

Erik,

Thanks for the reply. To answer your question, the department heads do NOT have an itil role. They are non-role users.

After more reading I was able to to determine that a Service Account is just what you stated above.

With that being said, it won't work for my requirement to get around giving all department heads an 'itil' role.

dmaze531 · ‎09-23-2016

First, a note of caution: Check with your account executive to make sure you are not violating your licensing agreement. As a rule-of-thumb, a license is required when a user interacts with ANOTHER users' tickets; a non-licensed user usually has access to their OWN ticket. Again, a rule-of-thumb and surely others can find examples this is not the case. However, your AE is the best place to make sure you are within your contract.

Disclaimers out of the way: Here is a link to a useful script. It allows self-service users to view other incidents. This is taken from the SN Wiki.

https://wiki.servicenow.com/index.php?title=Allow_Self-Service_Users_to_View_Other_Incidents#gsc.tab...

Brett14 · ‎09-23-2016

Thanks for the link, Daniel. Will this only satisfy viewing all incidents (no need to update just view/read)?

The department heads will need to view/read all tickets in the system that their team(s) have entered. Example, Incidents, problems, requests, project tasks, etc.