Hi @Jyothi Malkared ,

Notice if we are talking about reports created through report designer, that both reports and Dashboard needs to be shared to specific users/groups. If instead we are talking about a Performance Analytics widget, then both Indicator and dashboard need to be shared with user/group.

Reports through report designer can be shared accordingly:

Everyone, specific users, groups

Performance analytics Indicators can be shared accordingly:

Role, Global

Dashboards can be shared accordingly:

Global, Groups, Users, Roles.

As your requirement is to share dashboard with ITIL users and it's not working, I would assume that you have created some reports through report designer. To make it work, you need to create a group where you add all ITIL users, and then share the report with the newly created group. Furthermore, you should ensure, that the Dashboard is shared with the same group (to keep it simple and not utilizing role).

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

Best regards

Anders