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Dominique RAPHANEL
New Participant
December 4, 2024
4. Future Consideration

ITIL user profile creation with different privileges

  • December 4, 2024
  • 2 replies
  • 39 views

In our IS organisation, we have different ITIL users whom roles would require to be able to perform checks on INC/REQ tickets status for any users in the course of their daily activities.

It is a limitation not to be able to do it.

Would it be possible to create an ITIL user profile so that users with an ITIL role ( tagged in ServiceNow) could be given those privileges? So it would not be any users but only one category of users whom job requires to be able to access that information on tickets?

We could also imagine that users with an ITIL profile could also use the bot in the future to access a technical knwoledge base where today only the public knwoledge base is accessible and this to all users.

    2 replies

    dluckadoo
    dluckadoo
    Employee
    December 12, 2024

    I would recommend building this as a Creator Studio use case instead. You could leverage a service account with permissions to read any users ticket data, then build the use case to take as input a users email address or other identification. This would be the easiest and quickest solution to enable a select group of end-users to query ticket data from chat for any other user.

    Dray
    kyril.remillard
    kyril.remillard
    Community Manager
    January 27, 2025

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