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?

[BillMartin]

Hi @Rashmi Kumari S ,

We have already provided you with the correct steps in achieving your goal. Your request is not complex and a straight forward requirement.

Can you provide a screenshot of all the configuraitons you have done to allow us to verify the what you have initiaited?

[BillMartin]

@Rashmi Kumari S ,

My assumption you are pertaining to the search widget in the portal.

If yes then you are missing a step. If you want a record searchable in the portal you also need to configure the search sources.

Thanks,

Bill

[Rashmi Kumari S]

@BillMartin - Search source is available

[Ralph Hand]

There is a licensed role we use called business stakeholders that allows read access to incident tickets in the main tool.   We have not tried to grant that access through the portal.