Give read access to itil role to the customer_account table.

[Samiksha2]

Hi All,

I am stuck in the read access to itil role to the customer_account table.

I created read ACL on customer_account table and added ITIL role.

But it is not working.

Please let me know what I am doing wrong.

Thanks,
Sam

[Kieran Anson]

I wouldn't recommend doing this in this manner. You're crossing over plugins which can get messy to unpick.

If you want a non sn_customerservice_agent user to have read access to the customer_account table. Create a new role and follow the query rule architecture of CSM CSM Query Rules (servicenow.com)

[Shashwat Rao]

@Samiksha2 It is not advisable to do this w.r.t ITIL role. Kindly follow best practice suggested by Servicenow as per documentation

[Samiksha2]

Hi @Shashwat Rao ,

I agree but client wants to show Account in the requested item. and that should be visibl to the internal users.

[Kieran Anson]

Your client will need to check their licensing as providing ACL access across applications may be in breanch