Employee Roles for ESC Portal

[LiamO]

Hello! 

We are in the process of cleaning up our users and it has been noticed that the previous team responsible for Snow were manually adding the cmdb_read role to each employee so they could see reference fields while logging tickets.

We've been trying to find the best practices for end user employees who will only use the ESC Portal to log tickets and requests. 

We are looking at creating a group that has the cmdb_read role and then adding in all our current employees but if there is a better way any assistance/guidance would be greatly appreciated! 

Liam

[Nikhil Bajaj9]

Hi @LiamO ,

As per best practice of the Servicenow - We should try to achieve everything with configurations not be coding so creating a group for users with teh required role is a better way rather then doing it with any ACL or scripting. Create a group- add only relevant members to that group and provide relevant role to that group is simple and correct way.

[Nikhil Bajaj9]

Hi @LiamO ,