Restrict an incident access

[castle11]

Hi,

Can anyone advise how to enable the 'Restrict an incident access' functionality in ServiceNow?

https://docs.servicenow.com/bundle/utah-it-service-management/page/product/incident-management/task/...

Thanks

[Laszlo Balla]

Hi,

This is only available for Incidents raised as a Universal Request. The Restrict UI Action has the following condition:

current.universal_request && new UniversalRequest(current.universal_request.getRefRecord()).canRestrictUniversalRequest() && current.active && new UniversalRequestUtils().isTaskPrimaryDepartmentTicket(current)

[Anurag Tripathi]

Hi,

This is part of the Universal Request Plugin, and the restricted field will also be on the universal request table(universal_request).

[castle11]

Thanks for your reply. Further to this, I have successfully installed on my PDI and have the restrict button on tickets but it doesn't appear to do anything other than change the 'restrict' button to 'unrestrict'. I know that to be able to view a restricted ticket you must have the sensitive agent role and/or be the primary ticket agent. I met these requirements when restricting the ticket, but when I impresonated a different user without those requirements, I was still able to view/edit the ticket. What am I doing wrong?