New roles need access to everything within Incident app.

[lawbantell]

Hello all, I created new roles and will like users with these role to be able to see everything within Incident app; we do not want them to have the "itil" role. I have added the new roles to Incident app but they are not seeing the records within the modules in Incident, do I need to add the roles to all Incident rules in ACL? Please advice. Thank you.

[giriprasad9]

Hi Lawrence,

1. Add ACL to custom role.

After adding new role to ACL you won't be able to see any incident records.

2. OOB there is a business rule "incident query" on incident table. It will allow only 'itil' role users to query the incident table.

If you want to provide incident table access to   some other role apart from itil then modify the script in "incident query" business rule. Add the new role here also then the new role user can query incident table.

-Giri

[Uncle Rob]

I can always tell someone's been around the block with ServiceNow when they mention the Before Query rule on Incident.

Its like a secret handshake.