Overview

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What to do if you want to reduce visibility of your ServiceNow case to only the participants of the ticket.

Critical Concepts

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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 Protection Level 4 Data, such as Social Security numbers, credit card numbers (PCI) or HIPAA data, all of which should never be stored on ServiceNow
• If someone outside of the restricted access must be able to report on the ticket.
• As a default for every ticket on your team even when they do not have sensitive information (collaboration is good)!

Steps to Take 

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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 (customer)
  • 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 administrators
    
    
• 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.