should i deactivate OOTB ACL which provides ITIL users access to incident tickets?

[ashwanikumar]

Hi All,

I received a requirement to remove read access for some ITIL users.(we have 3 different category of users who want to see only their tickets. 

To fulfill this requirement i am disabling an Out of the box ACL which provide access to itil users and creating three different ACLs. Is is wise to do so?

Thanks,

KUMAR

[Paul Curwen · Accepted solution]

As long as it works for your business requirements it is. However bear in mind, that you are now responsible for the customisation and will need to fully test etc after each upgrade. 

My advice would be to stay as close to OOB as possible, but as your finding one of the best things about ServiceNow is it's flexibility, but with that comes risk that needs understood and managed. 

[Allen Andreas]

Hi,

Not sure of the full requirement, but if you want ITIL to only see tickets assigned to their team, you can add that as a condition via script in the read ACL. It sounds like you have 3 different situations where you may need 3 different Read ACLs that have their own condition. Some places do disable read for ITIL, but I'd say that's more rare than it actually happening. I'd consider the first part of my reply about trying to limit who can see them via script than removing read for ITIL all the way. This can affect reporting and other areas with unintended consequences.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Allen Andreas]

Glad you got an answer that worked for you?