How to Provide Read-Only Access to Incidents Without Granting ITIL Role

[Kumar54]

Hi Community,

I have a scenario where certain business managers (non-ITIL users) need the ability to view incidents in ServiceNow without being granted the ITIL role. These users:

• Do not need to create, update, or assign incidents.
• Only require read-only access to specific types of incidents (based on conditions such as assignment group, category, or other filters).
• Should be able to view the form details and work notes but not perform any actions.

I’d like to achieve this without modifying the standard incident ACLs tied to ITIL.

I also noticed that:

• I don’t see any SNC-internal role available.
• The sn_read_only role is also not helpful in this case.

Questions:

1. What is the recommended way to grant incident read-only access to a custom role (non-ITIL)?
2. Should I clone the incident ACLs and adjust conditions for the new role?
3. Is there a better approach (e.g., data policies, UI view restrictions, or reporting-only access) for such use cases?

Appreciate any guidance or best practices from those who’ve implemented a similar requirement.

[Ankur Bawiskar]

@Kumar54 

you can create your own table level READ ACL and give custom role to it, so that they can view.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Dr Atul G- LNG]

Hi @Kumar54 

You can give the SN_incident_read role.

[Kumar54]

I cant find sn_incident role or snc_internal or external role . I mean its not available

[Nikhil Bajaj9]

Hi @Kumar54 ,

You can utilize - sn_incident_read role for your purpose.

Regards,

Nikhil Bajaj