set up permissions to ensure that only authorized personnel can handle the ticket

[hsun]

In ServiceNow, some users can only report tickets and should not have the ability to take over them directly. How could I set up permissions in ServiceNow to ensure that only authorized personnel can handle the ticket ? Please provide reference links for me to consult. Thank you.

[Dr Atul G- LNG]

Hi @hsun 

If I understood properly, you want to restrict the incident update/ worked by authorise. 

If a user has ITIL role, then he/she can work on Incident. If a user don't have any role , considered as End user.

[hsun]

Thank you for your response. Yes, I want to restrict the incident update/worked by authorization. Also, I don't know how to assign the ITIL role to users. If users are not assigned roles, they won't be able to handle incidents. So, do they need to be assigned a reporting role if they need to report incidents?

[Dr Atul G- LNG]

Hi @hsun 

My video will help you

https://youtu.be/bRDwA4yt5S8

[Ademir Amaral1]

Hi @hsun 

They don't need a role to report something.

https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/roles/refere...

https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/roles/task/t...

I suggest you read some documentation about role and seek to deepen your knowledge in now learning.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.