I have assigned two roles to the user: Business Stakeholder and Case Viewer.
Our primary requirement is for these users to have read-only access across ServiceNow, including:
Incidents
Problems
Change Requests
All other ITSM records
Customer Service Cases
While this works as expected for ITSM records, on the Case form the user is unable to view referenced fields such as Contact, Account, and Configuration Item.
Could you please advise on the best approach to achieve full read-only visibility for these referenced fields on Cases, while ensuring the users cannot make any changes?
Screenshot 1 : the case_viewer's view
Screenshot 2: the admin's view
