Is ITIL role needed to view/query the incidents table?

[Ken Berger]

Hi folks,

We have an executive that is asking for access to view incidents assigned to the groups they are responsible for.  This user does not have the ITIL role and when I impersonate them, their default view is the SP view.  I tried removing the 'SP' from the SNOW link but that does not open the advanced view for them.

I tried adding them to the assignment groups that they want to view incidents for but this gives them the ITIL role and I have been instructed that they should not have this role.  My question, is there any way to give this user access to the incidents (either through a report, dashboard or query) without granting them the ITIL role?

Thanks,

Ken

[AshishKM]

Hi @Ken Berger , 

As you mention, executive is asking access to the group they are responsible for". If they are fulfiller team they should be part of ITIL role based group.

You can grant report_user role, so user can create reports and view all shared reports. User can get the native view access with limited application options. But, if your is trying to open incidents from report then the access role will apply based on read ACL on incident table in your system.

-Thanks,

AshishKM

[Ken Berger]

Hi AshsishKMishra,

Thank you for your response.  They have the report_user role and I created and shared a report (on the incidents table) with them but when they run it, they get "Access to this content denied based on report_view ACLs." So the ACL will prevent them from even running the report on the incidents table.

Any way around this?

Thanks,

Ken

[AshishKM · Accepted solution]

No, they need access to view the data.

Either you grant the access or update the ACL.

[atanumaity22996]

Hello @AshishKM ,

Could you please explain which ACL and what modification needs to update with grant role to that particular user ?

Thanks & Regards,

Atanu Maity