Allowing requester users to view incidents created by others

[dio1]

Is there a valid role that allows a requester user to view incidents raised by others?

I know that this can be achieved by granting the "sn_incident_read" role.
However, if the requester user is granted the "sn_incident_read" role, they will be treated as a business stakeholder, which will consume the number of business stakeholder licenses.
I would like to avoid consuming business stakeholder licenses as much as possible.

[Ankur Bawiskar]

@dio1 

why to allow them to see incidents raised by others?

remember there is out of the box query business rule on incident table where it will show incidents if you are caller or opened by or present in watch list.

Also there is a table level READ ACL with similar condition

you might have to tweak both

If my response helped please mark it correct and close the thread so that it benefits future readers.

[AndersBGS · Accepted solution]

Hi @dio1 ,

This is not possible. For a user to be able to read tickets created by others, the minimum requirement is business stakeholder role - hence the license.

[PritamG]

to allow a requester user to view incidents raised by others without consuming a Business Stakeholder license, you can use user criteria or ACLs instead of assigning the "sn_incident_read" role.

 adjust incident read ACLs to allow requesters to view incidents within their group or company.

 configure user criteria for access control without assigning extra roles.

 use work notes or notifications to keep users informed without granting full read access.