View access to tickets - Audit purpose

vicky7413
Tera Expert

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?

2 REPLIES 2

Dr Atul G- LNG
Tera Patron
Tera Patron

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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Dr. Atul G. - Learn N Grow Together
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BrianProvencher
Giga Guru

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.