non itil user to see incidents

Web Guy
Kilo Contributor

What permissions does a non-itil user have to have to see incidents?

4 REPLIES 4

Jeff Currier
ServiceNow Employee
ServiceNow Employee

By default, non-ITIL users can only see their own incidents.  Approval users can see others, but sounds like your requirement might be different.  Can you provide more information about why non-util users would want to see incidents which are not their own?  They may need to be ITIL users, or maybe there is something specific which can be done.

We would like all users, even  non-itil to have the ability to see the description of the tickets in a Scroller on the home page. This is to inform all users in case there is an outage. At the moment only ITIL users can see the Incident descriptions on the scroller. Not the Non-Itil users. 

Jeff Currier
ServiceNow Employee
ServiceNow Employee

A better way to show users there is an outage is to create awn announcement to display on the portal page.  Having regular users look through a long list of incidents including betty's broken mouse, Bill spilled coffee on his keyboard and Sue forgot her password isn't an efficient way to identify an outage.

That said, you could create a role which has read only access to the incident table and then ensure the people you want, possibly everyone, has that role via a group or groups.  However, there may be licensing implications of this as typically only fulfillers can see the incidents of others.  If you made only the short description field readable, then this may not require a fulfiller subscription.  I would check with our account team to be sure.

-Jeff

Web Guy
Kilo Contributor

Thank you for the reply. To avoid licensing issues, I thought it would be better to create a notification with the desired parameters, then parse that notification to extract the "short description". Actually, I only need to display that in a news scroller on the portal home page. Any ideas on how to accomplish that?