What roles are required to view reports against Incidents?

[Royal Sirrine1]

We are trying to open up reporting to more departments while trying to keep our licensing under control. We were informed that ALL Requestors have access to "View a report published to them" which should constitute ALL users within our organization. How is this possible?

Testing this in PDI, I found that if I share a report to an individual with No Roles, they have no access to view anything but the ServicePortal. Therefore no access to the reporting in the backend. If we grant the "report_user" role, they now have access to the reporting, but reports come up blank. No Data displayed. 

What am I missing?? Do users actually need an ITIL role to view reports with data against INC, PRB, CHG, RITM, etc??

[Rahul M]

Hi @Royal Sirrine 

As long as a report is shared with a user. They can only see the records for which they have read access to. Check the "Report roles" section from below doc for the same more info;

https://docs.servicenow.com/bundle/madrid-performance-analytics-and-reporting/page/use/reporting/con...

[Jeff Currier · Accepted solution]

By default requestors can only see their own requests/incident, etc.  So to run most reports, you need to have a role like fulfiller.  Recently, ServiceNow introduced the Business Stakeholder subscription which allows a user to approve items as well as report off any table.  This is a cost effective way to give users the ability to report but not at the full cost of a fulfiller who is actually performing work on requests.  However, to use the Business Stakeholder subscription you need to be on the New York release and have your contract updated to the current products including Business Stakeholder.

In the mean time, you can schedule reports and have those reports emailed to specific users.  Or you can publish a report and then users with that URL can consume that report which is what I think you were originally pointed towards.

[Gopi22]

Hi Jeff,

Even if we publish the report, if the user does not have proper roles to view data in the table, I believe the report will show zero records. 

For example, if a report on Incident table is being published and shared to a user (who does not have itil or any fulfiller licenses allocated to him), they will not be able to see any records. But if they have fulfiller license role, they will be able to see the data.

Please correct me if I am wrong. Well appreciated, Thank you. 

Regards,

Gopi

[Dubz]

Yeah your users have to have a role to see the data. It's a bit silly really in my opinion, we have access to the data as administrators so we can pump it out to Power BI or Splunk or something and expose all reports to everyone but we can't do it on platform because of role restrictions. It would be great to be able to have all the data in dashboards on ServiceNow and available for management to view but it's just not worth licensing someone who may only check a couple of reports every couple of weeks.

I hadn't heard about the Business Stakeholder subscription Jeff mentioned but any cost is unnecessary to a org like mine that already has access to other reporting tools.