Allowing non-ITIL users to access incident tickets

[asaasaasa]

I want to allow non-ITIL users to view incident tickets created by ITIL within the Employee Center.

To achieve this, I want to customize the ticket tab to display the details of the incident. What methods are available for this?

[iftekharmir]

Hi @asaasaasa ,

You can refer to the below link, it might help you with this requirement:

Display description field in the Standard Ticket widget 

It provides useful guidance on customizing the Ticket tab in Employee Center.

Hope this helps! 😊 If you find it useful, please mark it as helpful.
Regards,
Iftekhar

[Dr Atul G- LNG]

Hi @asaasaasa 

I’m not sure what your use case is for allowing a non-ITIL user to access ITIL user records. When we refer to an ITIL user, it typically means a fulfiller. As per out-of-the-box (OOTB) behavior, a user can only see incidents created by them, not by others. What you’re trying to achieve seems to be a kind of process violation.

[Jaspal Singh]

Hi,

Firstly, there is an OOB Query BR on incident table that controls the visiblity of incident tickets. You might need to take a look at that as well other than the portal filters.

[Tanushree Maiti]

Hi @asaasaasa 

Technically, this is feasible by creating a custom role and configuring a Read ACL. If that role is assigned to non-ITIL users, they will be able to access the Incident records.

However, it’s important to consider the out-of-the-box (OOB) behavior. Non-ITIL users are typically intended to view only their own incidents or tickets, while approvers may have visibility into other users’ tickets based on their role.

This raises an important question: why do non-ITIL users need access to tickets beyond their own? If their responsibilities require broader visibility, it may be more appropriate to assign them the ITIL role instead.

Additionally, granting read-only access to other's incidents for non-ITIL users could have licensing implications. It’s important to review and consider this aspect before proceeding.