Show incidents to users selected in variable.

[VanishreeG]

We have requirement to make incidents visible to the user selected in "Requested For" variable on record producer.

[Robbie]

Hi @VanishreeG,

ServiceNow's role and license model essentially drives who can see what and when. For incidents, the minimum role required to view incidents (All incidents) is the 'incident_read' role.

To help with your solution, you need to determine if the user only needs to see their own incidents (Common and best practice) or whether they need to see all incidents.

Additionally, what access do they need? Is it just read only ('incident_read' role) or edit and create etc. (Here the 'itil' role is required).

As part of the item and record producer, it sounds like roles need to be provisioned. As an additional thought process, as roles have a financial impact (aka cost associated), it's common to have the requests and role approved before granting.

I hope that helps.

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Thanks, Robbie

[Rohit Singh]

Hi @VanishreeG ,

What is the use of record producer here. If you want to be change access for "requested for" user you should have a Service Catalog from where request is created for end user to give proper access which can approval process and once the request is approve the Cat Task needs to be assigned to ServiceNow admin who can provide an appropriate role as per the requirement.  

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Regards,
Rohit

[Ankur Bawiskar]

@VanishreeG 

incident can be submitted from native and from record producer.

What's your actual business requirement?

I doubt if this is a valid business requirement.

What point it makes to show incidents to those for whom it's raised? then who will work on those incidents if agents can't see those?

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