ITSM - can Service Portal User get a permission to see/edit another user request / incident ?

[Rg_katar]

There are several user's in the same department (group) that are working in shifts.

Every member in the group needs permission to accomplish the request / incident  task there for they need to see and manage the task.

How can we grant permission to a group in the user portal for ITSM ?

Thanks a lot.

[HIROSHI SATOH]

It depends on the user's license.

In conclusion, it is possible for business status holders and fulfiller users. Requesters can only view their own data.

Each ServiceNow user role comes with different license requirements. Below is a brief description of the Requestor, Business Stakeholder, and Fulfiller roles and their corresponding licenses:

Requester

Requester is a user who requests services or support. Requesters typically have limited permissions and access only the necessary functionalities to submit their requests.

• Main Roles and Tasks:

  • Submitting service requests or incidents.
  • Checking the status of their requests.
  • Providing additional information if needed.

• License Requirements:

  • Requester License: Requesters typically require the most basic license, which is usually free or low-cost. This license allows users to access basic request submission features but not other advanced functionalities.

Business Stakeholder

Business Stakeholders are users who are concerned with the business objectives and performance metrics of the organization. This includes managers or executives who directly influence the business operations.

• Main Roles and Tasks:

  • Monitoring service performance and KPIs.
  • Deciding on resource allocation and priorities.
  • Approving projects and services.
  • Utilizing business intelligence and analytics tools.

• License Requirements:

  • Business Stakeholder License: Business stakeholders need a specific license that provides access to detailed reporting and analytics capabilities. This license includes access to business intelligence and performance management tools, specific dashboards, and reporting features.

Fulfiller

Fulfiller is a user responsible for processing requests and providing services. This role includes IT support staff or other service providers who handle the requests.

• Main Roles and Tasks:

  • Receiving and processing requests or incidents.
  • Providing technical support.
  • Recording and managing the progress of requests.
  • Performing system maintenance and updates.

• License Requirements:

  • Fulfiller License: Fulfillers require the most comprehensive license to access the entire system's functionalities needed to process requests. This license provides permissions to key IT service management functionalities, including incident management, problem management, change management, and the service catalog.

Summary

• Requester:

  • Role: Submitting service requests or incidents.
  • License: Requester License usually free.

• Business Stakeholder:

  • Role: Monitoring service performance, deciding on resources, approving projects.
  • License: Business Stakeholder License (access to detailed reporting and analytics).

• Fulfiller:

  • Role: Processing requests, providing technical support, maintaining systems.
  • License: Fulfiller License (access to key IT service management functionalities).

These roles and corresponding licenses ensure that ServiceNow provides appropriate functionalities and access permissions to meet the needs of different users, supporting efficient service management across the organization.

[Rg_katar]

Thanks for the helpful answer Hiroshi.

I Understand that if we Grant "Business Stake Holder " licence to the Requester he can see his Group's Requests.

Is there any Technical  setup or configuration needed in the Portal for That ?

best regards Rg

[HIROSHI SATOH]

Depending on the widget you're using, the widget should be able to display records other than the one you created. Check the configuration and server-side script for each widget.

You'll then need to modify the ACL or the widget's filter criteria (configuration or server-side script) to control visibility in the assignment group.