Empty spaces in Catalog Tasks List view for Itil users

[Abdul333]

Hello All,

Requirement: We want to restrict "App Engine Admins" group sc_tasks to other group members even they have itil role.

For that we created a New ACL, if the user is not member of App Engine Admins group then he will not see the App Engine Admins Catalog Tasks (except if he created any tasks for App Engine Admins group)

and updated one existing ACL with conditions: Only App engine admins can see their Catalog Tasks.

and Inactivated one OOO ACL: No conditions in it.

4. Removed "itil" role in 2 existing OOB ACLs.

Its working as per the requirement but the thing it it's showing empty record spaces in list view.

How we can fix this so that empty spaces also not visible to the users and the empty records count also will not visible to the users.

Please help me on this and we can avoid to show empty records in list view in which ACL do i need to modify?

@Community Alums @Aman Kumar S @Dr Atul G- LNG @Mark Roethof 

Thanks,

Abdul

[Kieran Anson]

For this requirement, I'd be hesitant to amend so many ACLs. I would likely opt for a before query business rule to remove the App Engine Admin tasks if the user isn't a member of the group

[Abdul333]

@Kieran Anson We created Query BR already it works perfectly.

The thing is, we have given Reopen access to end-users for their Closed RITM in a particular period.

If the end-user clicks on Reopen button then a New SCTASK will be created and the assignment group is same as last closed SCTASK Assignment group.

Most of the closed SCTASKs having "App Engine Admin" group as Assignment group.

Because of the Query BR, end-users was unable to create SCTASK to App Engine Admins group.

For this reason we are trying to achieve this via ACL.

any suggestions from your side to complete this task?

Thanks,

Abdul

[Kieran Anson]

Re-opening a closed RITM is ill-advised, and without knowing further details, I'd question whether this is being done in a way that doesn't cause issues with how request management has been built by ServiceNow.

Your query BR could include a condition to not impact this custom functionality.

In terms of the ACL screenshots you've posted. Is this from a user with itil role?

[Abdul333]

In portal we have given access to reopen the RITM for end users.

In terms of the ACL screenshots you've posted. Is this from a user with itil role? Yes its for itil role members not to see App Engine Admins Catalog tasks. Need to avoid the empty space records.

Thanks,

Abdul