Case Viewer Users Unable to View Referenced Fields on Case Form

mounika107
Tera Contributor

3 weeks ago

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

mounika107_0-1768235621530.png
Screenshot 2: the admin's view

mounika107_1-1768235730990.png

 

 

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2 REPLIES 2

Nayan ArchX
Giga Guru

a week ago

https://www.servicenow.com/community/developer-forum/best-practice-to-make-fields-read-only/m-p/2491...

 

https://www.servicenow.com/community/developer-forum/what-read-acl-entries-are-needed-for-the-ci-rel...

 

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!

 

Thanks

Nayan Patel

IT ServiceNow Consult, ServiceNow ArchX

If my response has resolved your query, please mark it Helpful by giving it a thumbs up and Accept the Solution

 

 

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RIMMIK
Kilo Contributor

a week ago

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