Facing issue in setting the ACL as per the requirement.

[jaymala_marathe]

Hello ServiceNow Community,

We are working on a requirement where we need to add a new “Confidential” checkbox to incident tickets and requests also on service operations workspace incidents and requests. When this checkbox is checked, we want the record to be visible only to specific users under the following conditions:

• Requester or Caller
• Member of the Assigned Group
• Assigned to User
• User on the Ticket’s Watchlist
• System Administrator
• New role- Confidential Viewer

We want to ensure that no other IT support staff have visibility of these tickets when the “Confidential” checkbox is checked. Additionally, we currently have a read ACL for ITIL role on the incident table.

Could anyone please advise on the best approach to implement this functionality in ServiceNow? Any guidance on how to configure the visibility settings, adjust the ACLs, or best practices for handling such security requirements would be greatly appreciated.

Thank you in advance for your assistance.

[Mark Manders]

Who is giving you these requirements? They make no sense. They are giving you a solution to build instead of telling you the functionality they need and trust you in providing the best solution. Who is telling you to create a BR for this, while an ACL is better?