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

Yes, that error is coming because approver does not have access to see those records.

Once the approver starts seeing the task record, this may impact your ServiceNow license count. So be mindful before giving access to approver to read the task records which your thinking to do by changing the existing ACLs or setting up a new one. As I suggested earlier first check about this if there is license impact. It is better to review/analyze the requirement with your superior or business and its impact before making any decision.

I have worked for an organization where approver was allowed to read the task records. And I have also worked with the organization where it was not allowed. 

It is all the licensing things sometimes that helps/restrict what and how we can configure.

-Harsh

[RichardE]

If this person needs that kind of visibility for business purposes, and it sounds like it happens frequently, just give that person the appropriate license so they can do their job.  If it is just one person (or the person filling that job), it makes a lot more sense from a business perspective, as well as a "best practices" perspective, to give that person the minimum amount of licensing so that they can effectively do their job, rather than spending resources trying to get around it.