ITIL Restricted role

[jacekj]

Hi,

We need to allow some external consultants to access our instance, so I need an scenario in which the user will:

1. use the itil license
2. be able to view and work on all incidents that are assigned to him, and/or he is in the assigned to group and/or he is in the watchlist/work notes
3. see nothing more, only incidents

Can someone guide how to do that in a least invasive way? Want to avoid as much as possible modifying OOTB settings.

I tested an "itil restircted" role which I added to the "incident query" business rule where the effect is exactly as mentioned in point "2"  but the user also had the standard itil role.

Due to the fact that the user has the "itil" role he has still access to catalog, and a bunch of other modules, which we don't want.

Maybe I'm missing here something obvious?

[jacekj · Accepted solution]

Just to update, the sn_incident_write + modifying the incident query BR seem to do the trick for me!

Don't need anything else right now 🙂