---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Restrict an incident access

# Restrict an incident access {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
You can restrict an incident ticket that contains sensitive information. By marking
an incident as restricted, you limit its access for the agents.

## Before you begin

Role required: admin or user

## About this task

Both agents and users can mark an incident as restricted. Users can mark an incident as restricted while creating it. An agent can also mark an incident a restricted while triaging it or while working on it. Cases marked as restricted can only be accessed by

* Routing agents who are part of the assignment group and has sensitive agent role.
* All primary ticket agents.
{#restrict-incident-access__ul_mvb_f2n_5nb}

## Procedure

1. Navigate to AllIncidentAll.
2. Open the incident record that you want to restrict.
3. On the form, click Restrict.  
   The restricted fields are hidden, and the form is only for view purpose.  
   Note:  
   To mark the request as unrestricted only agents with the access role can modify.
4. Click Update.

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