Integration of a “confidential” label for case, change, request, problem and incident

[AndreasRitter]

We need a solution for the integration of a “confidential” label for Case, Change, Request, Problem and Incident.
How can “confidential” data records be mapped?
Do you know this and if so, how have you implemented it?

[yad_achyut]

@AndreasRitter : Can you please elaborate what kind of Integration like REST , SFTP etc are you exploring to achieve this ?

[AndreasRitter]

@yad_achyut Thanks for your reply.

We need the option of setting a flag on the ticket for incidents, changes, requests, etc. to indicate that not everyone is allowed to see this data record.
The term Confidential Record is used here in the ServiceNow documentation. However, the documentation only refers to tickets from the GRC module and not to the ticket types mentioned above.

The user or contact declares their request as confidential, which means that this request is only visible to users who are included in the authorization group. All others will not see the request.

No integration via API or other connection options need to be implemented here. Sorry for the unclear wording.

[yad_achyut]

Hello @AndreasRitter  : you can make use of table label to create a tag and associating it with the incident , problem , change etc you need to create an entry on label_entry in association with the created records. you can create a business rule to achieve this functionality.

[Pascal Verdieu]

Could be a Yes/No field as well, or a choice field, lots of possibilities there for the custom field.

Additionally, you would probably need to play with ACLs to remove the read (at a minimum) right for regular users on the records that comply with the "confidential tag".  Then add another ACL to allow the special group read (more?) access to those records.

Sidenote, personally, I would also create a process so that the users of the special group(s) are then aware of the ticket's existence.  Nothing prevents a ticket assigned to group A to be tagged confidential, but then the "confidential group" has no idea of it's existence while group A can't see the ticket...  That all depends on your user base and how they work.

Good Luck!