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05-31-2024 06:14 AM
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
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06-05-2024 12:57 AM
What's the reason the OOB 'company' field is not being used on the sc_req_item table?

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05-31-2024 06:23 AM
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)
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05-31-2024 06:24 AM
@Samiksha2 It is not advisable to do this w.r.t ITIL role. Kindly follow best practice suggested by Servicenow as per documentation
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05-31-2024 06:45 AM
Hi @Shashwat Rao ,
I agree but client wants to show Account in the requested item. and that should be visibl to the internal users.

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05-31-2024 02:10 PM
Your client will need to check their licensing as providing ACL access across applications may be in breanch