How to create a Service Account

[Brett14]

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.

[dmaze531]

The link has two scripts that would allow a person listed in the Watch List on the Incident or Listed in a field Alternate Contact(u_alternate_contact) to view the tickets through the employee self service view same as the caller/end user. The article list a modification that may need to be done if using COntextual Security (in the description).

[Uncle Rob]

Whatever you build, be sure to pack in some overrides, or at least be carefull about exposing short / long descriptions.  Consider the ramifications this may have on HR service management.