How Non-Licensed Users Can View Incident Management Details

[Daiki Ishizaki]

We currently provide a non-license user account for our company.

However, there is no way to check the details of the company's incident management, and user can only view tickets that user have raised ticket.

Is there a way to solve this without having a license?

If there is, please let me know.

[Runjay Patel]

Hi @Daiki Ishizaki ,

In your widget you can write code like below to display the incidents.

var gr = new GlideRecord('incident');
    gr.addQuery('company', gs.getUser().getCompanyID());
    gr.query();
    data.incidents = [];
    while (gr.next()) {
        data.incidents.push({
            number: gr.number.toString(),
            short_description: gr.short_description.toString(),
            state: gr.state.getDisplayValue(),
            priority: gr.priority.getDisplayValue()
        });
    }
    return data;

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[Daiki Ishizaki]

Thanks, I'll give it a try.
Do you know where to find the widget script?

[Runjay Patel]

Hi @Daiki Ishizaki ,

you need to create new one or if you have existing widget and on that you wanna display then edit the same.

[Mark Manders]

A user needs access to the data of a table/field to be able to see that data. And that is licensed. By default you will be able to see your own data (the incidents you created/are on the watchlist) or you need to have a role. 

You will need to update the ACLs to enable these users to see their company incidents (with CSM you have the ability to see everything of your account, not with ITSM). And once you change the ACLs, ServiceNow will start billing you, because those users have access to the data (making it licensed users).

Either license them, move to CSM instead of ITSM or write logic to put the people that need to see the tickets on the watch list, so they have access.