This article explain why you might see the error message "You do not have access to this record" while viewing a record in ServiceNow and what to do in case the ticket is own by another business area.

When the message appears

When you attempt to view a record (for example, an Incident or Request) in ServiceNow, you might see the message "You do not have access to this record":

This happens when you do not have permission to view it. This does not mean that the record does not exist, but rather that you do not have the right to view it.

This can happen if, for example, when:

• You have been asked to approve an item that is not currently logged within your business area (Finance, HR, IT, Student & Education Services, or Wessex)
• You have been sent a link to a ticket that is in another business area.

Tickets you can see in ServiceNow

You can see tickets in ServiceNow when any of the below apply:

• You are the caller
• The ticket has been assigned to you
• You appear on the Watch List
• You are in the same business area for which the ticket is logged (for example: Finance, HR, IT)

How to see a ticket owned by another business area

If you need to see the ticket please

1. Get in contact with the person that has asked you to view the ticket
2. Ask them to add you to the Watch List. That will give you the permission that you require for the record to be viewable.