Overview

---

What to do if you want to restrict your ticket from being able to be viewed by other ServiceNow agents (outside your agent group).

Critical Concepts

---

Use this feature:

• When your ticket has sensitive information that shouldn't be accessible for non-participants of the ticket

Do not use this:

• To hide personally identifiable information, FERPA, or HIPAA data (which should never be stored on ServiceNow).
• If someone outside of the restricted access must be able to report on the ticket.
• For every ticket even when they do not have sensitive information (collaboration is good)!

Steps to Take 

---

To restrict a ticket:

1. When creating or updating a Case, select the section/tab "View Restrictions"
2. Set "Restricted" as true
3. Add/Remove anyone from Watch Lists as needed to restrict or retain visibility (see below)
4. Select "Save and Stay" or "Update"
   
   

• By default, the following groups/users will have access to the ticket even after it has been restricted:
  
  • The Case's Contact
  • The user that opened the Case
  • Members of the Assignment group including "Assigned to" user
  • Anyone on the External Watch List
  • Anyone on the Internal Watch List
  • ServiceNow Admins
    
    
• To add specific groups or users that are not in the above list, add them to the "Allowed groups list" or the "Allowed users list

Note: If a case has private information which should be removed, please see KB0034290 - Requesting Redaction of Private Data.