End user needs access to sc_req_item and sc_task records

[Neeta3]

One of our end user wants to see records of sc_req_item and sc_task tables. We have one catalog which contains one RITM and that RITM contains multiple tasks. Each task gets assigned to particular assignment group. Next task gets open only if previous task is closed. The end user is an approver for this request and she doesn't have ITIL Access.

She wants to see which task is open and is assigned to which team. We have ACL to give read access of Task and RITM tables only to ITIL users. Can we modify those ACL's ? Is this against best practice?

[HarshTimes]

Hi Neeta

You can set up a new role and ACL. NO issues in that from the technical side. But once you set up that role/ACL,a non-licensed user is able to see multiple records then he may become a licensed user which will cost money and I am sure the client will not like that.

I will suggest to check with your manager who has an idea about your ServiceNow license. I think approvers having read-only access to records is licensed within the approver role. But cross-check.

If there are some license issue then you can send the task details in the approver email.So the approver will have some idea about the task before approving the ticket.

Hope this will help.

-Harsh

[Ashutosh Munot1]

HI,

If you ask me then i will say not to modify this OOB ACLs as this will break once you upgrade and its against the best practice.

And if the user is approve he should be able to see the record in Summarize UI MAcro. What they have to do is they can go to approval record and there they can see details. Though full access cant be provided.

If you still want to achieve this then what i can say is create a new ACL and give access and do not modify OOB ACL.

Thanks,
Ashutosh Munot

[Neeta3]

Hi Harsh/Ashutosh,

Thanks for your quick responses. One more question.

That approver can not see tasks in the RITM. For her login below message appears. So I am asking if we can update ACL's and if this is against best practise.

"Number of rows removed from this list by Security constraints:3"

Thanks,

Neeta Patil

[Swapnil Shirsik]

I would not modify ACLs until it is very very necessary. It risks the OOB functionality and during upgrade one has to be careful. Anyways, why dont you provide ITIL role to the user as they are accessing things that are usually accessed by ITIL people.

If they just want to see the records- then can you create and schedule a report for them so they get data they want?