Business Stakeholder view all tickets

[John H1]

Can a Business Stakeholder see all tickets or are they restricted to tickets in their department?

[Sandeep Rajput · Accepted solution]

@John H1 

According to the ServiceNow docs, business stake holder role contains sn_incident_read, sn_problem_read, sn_change_read, sn_request_read, and approver_user roles.

Role title [name]	Description	Contains roles
Business Stakeholder [business_stakeholder]	Users with this role can view and approve records within all products of ITSM. Note: The business_stakeholder role contains the following ITSM roles sn_incident_read, sn_problem_read, sn_change_read, sn_request_read, and approver_user roles.	pa_viewer.business_stakeholder approver_user.business_stakeholder cmdb_read.business_stakeholder

Hence they OOTB they will be able to view all the tickets from ITSM (incident, problem ,change ,request) unless explicit ACLs are defined to prevent their access to tickets from other groups.

Source: https://docs.servicenow.com/bundle/utah-it-service-management/page/reuse/itsm/reference/installed-wi...

[AnveshKumar M]

Hi @John H1 

Users with this role can view and approve records within all products of ITSM. The business_stakeholder role contains the following ITSM roles sn_incident_read, sn_problem_read, sn_change_read, sn_request_read, and approver_user roles.

So, the Business Stake Holder can view all the tickets in the platform irrespective of department unless restricted with custom ACLs.

Please mark my answer helpful and accept as a solution if it helped 👍✅

[Dr Atul G- LNG]

Hi @AnveshKumar M 

Practically yes.