Does viewing watched incidents via the ESC portal require any licence?

[OWelch]

I have a requirement to add 'My Watched Tickets' to the ESC portal - incidents where they are not the caller but have been added to the watch list. 

Before I look at editing the portal, will this work if the user only has the snc_internal role, and no business stakeholder or itil role? Would they be able to view the details of the incident sufficiently (e.g. short description, description, state, additional comments)?

I've seen similar posts where the advice is to add a read ACL with a condition for watch list, but again unsure if this would be allowed if the internal user does not have BS/itil role and therefore licence. 

[OWelch]

Hi @Pradeep Thipani , thanks for the quick reply. I saw sn_incident_read is part of the business_stakeholder role, which makes me question if it is actually free. Do you have any documentation that says it doesn't require a licence please?

[Pradeep Thipani]

@OWelch , These below roles we have given to users where they can access tables with read-only instead of on ESC page. We have not modified any OOB ACLs for tables.

Thanks,

Pradeep

[Joel O]

Hi @OWelch 

We have implemented something similar for us and no there is no license required to view "Watch List" tickets if they have been added to that list.

Also, to your question on the licensing you are correct that sn_incident_read is part of the Business Stakeholder  product, that comes with a fee.

Hope that helps you. 

Cheers,