what are the ways to give access to non itil users for problem tickets visibility on portal

[shweta5]

Hi Experts,

Good Day!

I want my problem tickets to be visible for non-itil users on service portal page . i have created widget and simple list but not able to see the tickets when i impersonate as non-itil user. i have checked acl . but Unfortunately it has not worked for me . please suggest how to accomplish that . or any other ways to achieve this . 

Thanks In Advance

[Waleska]

A work-around that my company has done to ensure that non-itil users only see what we want them to see, we created a public KnowledgeBase that would hold our Problems/Known Issues. We would have a UI Action on the Problem and Incident table that would automatically generate the Knowledge article for us. We would then have a way to easily edit the article as well if we updated information.

This was an easier way for us to simply provide a user-friendly version of a Problem/Incident record for known issues and be able to track views/comments.

Let me know if you have any questions or want to know more about how I achieved this.

[shweta5]

Hi Waleska,

Thanks for your prompt response. i want to make it visible on portal pages with less customization is it possible to achieve

Thanks 

[Jay_Ford]

The read ACL on the problem table should only have the role 'snc_internal' if you want logged in people without the itil role to see the problem records in the list.

[Chavan AP]

Hi Sheetal,

Please find below SS:

Will you please try to check the flag Public Widget.

Mark it helpful if this help you resolve your query.

Regards,

Ajay