View access to tickets - Audit purpose
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎05-29-2025 07:10 AM
Could you please assist us in enabling users to view all SNOW tickets for auditing purposes, while also allowing them to work on their own tickets?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎05-29-2025 07:18 AM
Hi @vicky7413
1st it is not SNOW, its SN or ServiceNow.
For audit purposes, you can assign the sn_incident_read role and then add an ACL that checks if the user is a member of a specific group. This way, the user can only see tickets assigned to their name.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
****************************************************************************************************************
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎05-29-2025 07:20 AM
We have a group of Auditors that have roles like report_user and report_group. We also have a role that provides ACLs to read the incident, change_request, request, requested_item, and sc_task tables. Some of these individuals also have an itil license so that they can work tickets. Hope that helps.