View access to tickets - Audit purpose

vicky7413
Tera Expert

‎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?

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎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.

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BrianProvencher
Giga Guru

‎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.

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