End-of-Life (EoL)

Create the Read-Only Incident Type and Layout

  1. Go to
    Settings > Advanced > Incident Types
    .
  2. Create an Incident Type for the self-service read-only user. Be sure to configure the playbook to run automatically.
  3. Select the Incident Type and click
    Edit Layouts
    .
  4. Create a new incident tab dedicated to self-service read-only users.
  5. Hover over the tab you want the self-service read-only user to view and click the gear icon.
  6. Click
    Viewing Permissions
    .
  7. In the Viewing Permissions window, select the
    Permit users with no roles to view this tab
    option.
  8. Customize this incident tab to only include widgets with data read-only users can access. Such information can be Case Details, Timeline Information, Attachments, and War Room entries.
  9. Test and validate this incident tab layout as a self-service read-only user to ensure it displays correctly and without an insufficient permission error message.

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