Incident Read-Only Access for Non-ITIL Managers (Tried OOTB Options Already)

[Kumar54]

Hi Community,

I’ve been working on a scenario where certain business managers (non-ITIL users) need to view incidents in ServiceNow. These users:

• Do not require ITIL access.
• Should only have read access (form details and work notes).
• In limited cases, they may also need to update the incident state.
• They are not directly part of incident handling, but act as store managers who oversee incidents created for their location.

What I’ve already tried:

• Looked at sn_read_only role → not sufficient for incident visibility.
• Checked for SNC-internal role → not available in my instance.
• Explored creating a custom role with READ ACLs → not ideal as it doesn’t give state change flexibility.
• Considered cloning/modifying ITIL ACLs → not preferred since I want to avoid altering the standard ACLs tied to ITIL.

Question:
What’s the best recommended approach to give these non-ITIL managers:

1. Read-only access to specific types of incidents (by group, location, or other condition).
2. Optional ability to change the state field, without granting full ITIL access.

Has anyone implemented this scenario before? If so, what role/ACL strategy worked best for you?

I appreciate any suggestions or best practices.

[Nikhil Bajaj9]

Hi @Kumar54 ,

You can utilize - sn_incident_read role for your purpose. 

You should install ITSM roles -plugin to instance to see these roles. 

If my answer helped you, please mark it - solution accepted. 

Regards,

Nikhil Bajaj

[Brian Lancaster]

Like @Nikhil Bajaj9, said sn_incident_read role will work however you will need to add additional ACLs for that person to be able to update the state.