Allowing a vendor access into our instance so they can view all of their incidents

[Eric K3]

We have a vendor that monitors and manages all of our security cameras at all of our sites. I would like to know how to allow or enable this vendor to have the ability to see every ticket that they have, closed and open, as well as create incidents (or work orders) when their monitoring system detects a server failure, offline camera, etc.

Do we have to have our Service Desk manage this? Is the Work Management application meant for this situation? I do not like the idea of giving our vendor an account with the itil role, but how else would they be able to use our instance to manage the tickets and tasks required to manage our security cameras?

Anyone have a similar problem?

[Pradeep Sharma]

Hi Eric,

You may find the below thread helpful.

https://community.servicenow.com/thread/170196

[pavankumarmatur]

the linked shared is not giving to right page

[donnie5 · Accepted solution]

You could create a new role for your vendor and grant that role access only to the Applications and Modules they need and then create ACLs to control what they can see and modify. As the thread to which Pradeep linked points out, this would use a license for each account you create for that role.

Another possibility is to create a SOAP or REST interface between your ServiceNow instance and the vendor's ticketing system if their system supports that.

Finally, another approach might be to have tickets to be worked by your vendor send a notification to an email inbox or DL on their side and have the ticket updated by responses to those emails using Inbound Email Actions.