Provide access to users with non -itil roles to work notes and comments in native view.

[Balaram7]

Hi all,

i have a requirement to provide non-itil users to provide read only access to the incident form fields and edit access for comments, work notes, worknotes list, watchlist etc.,

Please help me with the best way to acheive this. Do we need to use ACL? If yes, please help me with the approach how  to make all other fields on incident read only and worknotes, additional comments, watchlist and worknotes list etc., editable on incident form.

Thank you,

Balaram.

[Tudor]

Hi Balaram,

Is this a non-itil or a non-licensed user?

If it's a non-licensed user, please consult the documentation before moving forward with this requirement, because if you allow a non-licensed user to update worknotes and watchlist you might be breaking licensing, which can cost you on the long term.

Regards, 

Tudor

[April Jones]

Users who have non-itil roles within the Platform can be given the [sn_incident_read] or [sn_incident_write] role to view or edit an incident. Look for ACLs on the Incident table where sn_incident_write is contained in the description. You can deactivate ACLs Records for the fields you never want them to be able to write to. If you have CSM - B2B Contacts can also be given these roles to monitor Incidents assocated to their case, speak to your account rep before giving sn_external user these roles to understanding licencing implications.

https://docs.servicenow.com/bundle/quebec-it-service-management/page/product/incident-management/reference/inci-roles-instld-itsm-roles.html  

Same goes for:

sn_problem_read sn_problem_write

sn_change_read sn_change_write

sn_request_read sn_request_write

-April

[Maik Skoddow]

Hi @April Jones ,

I am not sure whether your recommendation would be the best solution for Balaram. Documentation says for the ITSM Roles plugin: 

To purchase a subscription, contact your ServiceNow account manager.

And as @THosu already stated means writing to comments that a fulfiller license is necessary.

Or am I completely wrong here?

Kind regards
Maik

[April Jones]

@Maik Skoddow Great question.

Honestly, I am most familiar with these roles from a CSM perspective. Here are some links that I found on Docs: 

CSM integration with Service Management Overview - https://docs.servicenow.com/bundle/quebec-customer-service-management/page/product/customer-service-...

Integrate with Service Management - https://docs.servicenow.com/bundle/quebec-customer-service-management/page/product/customer-service-...

CSM Integration with Incident Management - https://docs.servicenow.com/bundle/quebec-customer-service-management/page/product/customer-service-...

Assign CSM/ITSM Integration roles - https://docs.servicenow.com/bundle/quebec-customer-service-management/page/product/customer-service-...

Provide external customers with access to problem, change, and request records -  https://docs.servicenow.com/bundle/quebec-customer-service-management/page/product/customer-service-...

Request ITSM Roles - Incident Management - https://docs.servicenow.com/bundle/quebec-it-service-management/page/product/incident-management/tas...

As far as licensing cost, I can not answer those questions, the OP would need to direct those specific questions to their account rep. My understanding is that these roles were created for situations when the cost of a full ITIL license is not necessary. The question really depends on "what is the use case of non-itil users who would need to Edit fields on an Incident"? Adding say a non-itil user to a watch list would give them read access to the Incident without additional costs but it is safe to assume that for a user other than the caller and the itil fuller to edit an incident a license based role would be necessary: 

ESS users can:

• View the incidents they have opened. By default, the Watch list, State, and Urgency fields are available on the ESS view of the Incident form.
• Update the Watch list and Short Description fields, and enter Additional comments. The administrator can configure other fields to be editable.

User who do not have the itil role can view an incident only if the user is the caller for that incident, has opened the incident, or is included in the watchlist. The incident query business rule controls this function.

Loggin an incident - https://docs.servicenow.com/bundle/quebec-it-service-management/page/product/incident-management/con...