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‎12-19-2019 07:34 AM
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??
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‎12-19-2019 07:46 AM
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.
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‎12-19-2019 10:56 AM
I agree, its difficult to justify the cost of users having ITIL roles when they only look at the data during meetings that occur once a month, or quarterly. Our biggest issues within our company, is managers of end users want to see tickets their team members have created. But now find that we cant get any data for them without creating reports that just export into PDF and email them to these groups.
