Internship← ServiceNow learning pathServiceNow · Module 4 of 10
Users, groups and roles
Who can see and do what.
📖 Key ideas
- Users belong to groups, such as Network Support or Service Desk.
- Roles give permissions, such as itil for agents or admin for administrators.
- Tickets are assigned to an assignment group and then to a person.
- Access control lists (ACLs) decide who can read or write each table and field.
- Give each person only the roles they need.
💡 Real-life example: Like a college: students, staff and HODs see different things on the portal depending on their role.
GroupA team of users
RoleA set of permissions
ACLRule controlling access to data
Assignment groupTeam responsible for a ticket