CODEWITHSUNDEEP
javascriptuser-managementservicenow
RayofCommand
RayofCommand

Reputation: 4244

ServiceNow - let ESS Users see all incidents from an affected service whether they created it or not

So I would love to let some ESS users see all incidents for a specific service in their default homepage, which I create.

What I did so far to manage that:

Now from my view as ITIL user I am able to see 17 incidents for my specific service X. Now I impersonate a User of that new group and I see only 3 Incidents, only the one that specific user created. But he is unable to see the others.

So what I tried was manipulating the incidents module under Application Menu -> Self Service --> Incidents

There I found a JavaScript which checks if the incident was created by the user, I just switched the true to false, and I hoped to get the other 14 incidents in return instead of his 3.

But that didn't work out.

Since ServiceNow is nearly as powerful as Chuck Norris, there must be other simple ways to achieve my goal.

I am running a fuji release. patch 11?

Upvotes: 1

Views: 1714

Answers (2)

makim
makim

Reputation: 3284

If you are talking about End-Users (Users without a role, or without the ITIL role) they are restricted by an onbefore query business rule and additionally by an ACL. You have to change both if you want your End-Users to see more Incidents. The sys_ids of these two objects should be the same on all instances, so just replace "yourinstance" in the links with the name of your service-now instance.

Link to Business Rule

Link to ACL (don't forget to elevate privileges [security_admin] in order to make changes)

Upvotes: 1

Joey
Joey

Reputation: 2951

I assume this is the javascript condition you're talking about:

caller_id=javascript:gs.getUserID()^active=true

This is specifying a default filter which restricts to records where:

  • Caller is the logged-in user (i.e. the logged-in user created the incident)
  • Incident is active

If you change it to active=false, you're just saying "Give me all incidents where caller is logged-in user which are inactive, which I don't think is what you want. It sounds like you actually want to allow the user to see incidents where they aren't the caller, in which case you could remove the first condition (caller_id=javascript:gs.getUserID()) which would default that module to showing all active incidents, which I fear is still not what you want.

To get you to the next step, can you share how you're handling filtering the service for the logged-in user?

Upvotes: 1

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