Restricting your Tickets


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:

Do not use this:

Steps to TakeĀ 

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"

    Screenshot: View Restriction Menu and Fields

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

If you still have questions or need additional assistance, please use the 'Contact ServiceNow Team' form.