Allow External users (vendor) access to work internal Incidents assigned to them but not see other Incidents.

[John Straughan]

I have been asked to setup an external users, a vendor, to work on Incidents in our servicenow instance. We only want them to see Incidents assigned to them and no others. Is there a way to do that?

[Filipe Cruz]

Hi John,

Create a role for vendors (ex: inc.external.users) and assign that role to the group that will contain the different vendor users.

Then, create a read and write ACL on the incident table for users with role "inc.external.users" with the condition: assignment_group Is dynamic One of my groups.

This will ensure that users with inc.external.users will only be able to see and edit incidents assigned to their own groups.

Hope this helps you with your request.

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Filipe Cruz

[Jan Cernocky]

One more point to add...

there is a Query BR 'incident query' that restricts showing incidents others than yours (you are caller or in watchlist)

This needs to be also adjusted -  the condition to include the new role