Allowing requester users to view incidents created by others

dio1
Tera Contributor

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.

1 ACCEPTED SOLUTION

AndersBGS
Tera Patron
Tera Patron

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.

 

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

View solution in original post

3 REPLIES 3

Ankur Bawiskar
Tera Patron
Tera Patron

@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.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader

AndersBGS
Tera Patron
Tera Patron

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.

 

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

PritamG
Mega Guru

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.