Is it possible to have users without itil role on the dashboard see incident tickets?

M_Tomy · ‎03-10-2023

Dear Experts

Is it possible to just let users without itil role see the incident ticket data?

I am thinking something like this

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1. set up an ACL for the "Incidents" table.
　▼ACL setting details
　・Role name : Role A (unique role created for referencing)
　・Operation : Read
　・Type　　 : Record
　
2. Create a filter "Filter A" for the reference user.
　Specify the incident table as the table to filter.

3. Call "Filter A" created in 2 from the widget on the dashboard.
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I don't need the permission to edit incident tickets, but there are users who want to refer to related tickets, so I am wondering if it is possible to refer to them in this way.
The purpose of the above is to reduce license fees due to cost issues.

Best regards.

Allen Andreas · ‎03-10-2023

Hi,

That would give them read access to all records. There's already an out of box Incident read role:

sn_incident_read

Have you reviewed this?

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

View solution in original post

M_Tomy · ‎03-12-2023

Dear @Allen Andreas

I am aware of the above.
I will ask the ServiceNow Account Rep before I actually use it in my business.

Thank you for everything.