Hi all,
For anyone that has connected ServiceNow to their Glean instance, specifically 'Incidents'. How have you handled work notes for incidents since they are visible for both, the end user and the staff member on the IT team handling the ticket.
The end user should not see internal "work" notes but since ServiceNow just hides them in the UI for the end user, Glean is unable to respect permissions and make it so that the work notes are only visible to the IT team member working on the ticket or has access to view all tickets in the system.
For now, we have had to turn off being able to search for incidents for the majority of the company and only staff members who have access to work notes can search for incidents. This in our opinion defeats the purpose of being able to use Glena to find your incidents.
Any advice here would be greatly appreciated.
Thanks!
Vishal Jungiwalla
