Grant Incident read access to Non-ITIL users in service portal

[Rashmi Kumari S]

How to grant  NON-ITIL user to search for a incident in service portal and read. The incident which are not opened by them.

Currently we have this feature only for ITIL users but not able to figure it out how its configured.  Changes done so far:

1. Tried modifying the read ACL for incidents.

2. Modified read acl of portal.

3. Modified incident query BR.

Nothing worked to achieve the requirement.. Can anyone share their thoughts or ideas to achieve this?

[swathisarang98]

Hi @Rashmi Kumari S ,

You can try giving the role sn_incident_read and let me know if it works for you or not ?

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[swathisarang98]

@Rashmi Kumari S 

Thanks for marking my answer as helpful. If it helped you in any way please accept the solution so that it will be beneficial to the future readers with the same query.

Regards,

Swathi Sarang

[Raguram1]

hi @Rashmi Kumari S 

Like mentioned above, you can use sn_incident_read role. please check this - incident management ITSM roles plugin for more details.

Thanks,

Ragu

[Rashmi Kumari S]

@Raguram1 no luck even after adding sn_incident_read role.