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.

[Kumar54]

I dont see any role like
sn_incident_read
sn_incident_write
in our instance

[Nikhil Bajaj9]

Hi @Kumar54 ,

You should install ITSM roles -plugin to instance to see thse roles. 

Regards,

Nikhil Bajaj

[Dr Atul G- LNG]

Hi @Kumar54 

It must be available OOTB. If not, as recommended by @Nikhil Bajaj9  , install the ITSM role plugins.

[Dr Atul G- LNG]

Hi @Kumar54 

Did you install the ITSM role?