Visibility issue in service portal

komalkumarm · ‎07-16-2024

When colleagues create Incident tickets via service now, they can able to see the 'Details' of their tickets ServiceNow portal afterwards. Below image is an example of this.

But whereas other request create in ServiceNow, they can't able to see the "Details" of their ticket in ServiceNow portal. Can any one help why this is happen

Mahathi · ‎07-16-2024

Hi @komalkumarm ,

The views on the Service Portal varies based on the role they have. Please check the roles the user has.

For example people with ITIL role can see details of all the tickets whereas end user can only see for their tickets.

If my answer helped in any way, please mark it as ✅Correct & 👍Helpful.

Thanks,

Mahathi

View solution in original post

LearnUseThrive · ‎07-17-2024

Can the users see the tickets in the regular platform view?

LearnUseThrive · ‎07-16-2024

The basic cost of an ITIL license is $100/month/user (though plenty of volume discounts or special deals are available), so companies will only choose to give itil role to their IT worker users who work on tickets. Other users can typically only see their own tickets, because they're not working other people's tickets. So either your colleagues would need to be granted itil or comparable role to be able to see others' tickets.