Provide access without granting itil roles or backend access

[Khanna Ji]

Hi Friends,

I have a situation where in our company IT deparment we use ITSM as an application. IT team does not allow other teams to access their tickets in the backend of ServiceNow. Due to this we ended up creating small applications of around 20+ without our instance. Now it became unmanageable and also we are loosing huge amount of money for this.

Is there any alternate option which you guys can think or suggest? Basically, I am looking for building a single application and single portal but challenges for this would be -

1) Each team might want to have their own status and process flows

2) They do not want to expose data to other teams (Can be managed with ACLs and assignment groups)

3) How portal experience can be personalized per team  like announcements, popular items etc.

Please share your experience and advices on this.

[Bert_c1]

See duplicate post here:

https://www.servicenow.com/community/developer-forum/building-a-portal-for-backend-users/m-p/3045513...

[Dr Atul G- LNG]

Hi @Khanna Ji 

Bert correctly said, you are duplicating the question. Hold for some time, let community read and reply. 

Hi Friends,

Is there any alternate option which you guys can think or suggest? Basically, I am looking for building a single application and single portal but challenges for this would be -

1) Each team might want to have their own status and process flows

Atul: this will increase technical debts, you can try with domain separation ( considering Team as companies), but again it will be huge huge techncal debt.

2) They do not want to expose data to other teams (Can be managed with ACLs and assignment groups)

Atul: Yes, ACL is best to do.

3) How portal experience can be personalized per team  like announcements, popular items etc.

Atul: You need to define role based. But again a big technical debt.